May 2007 - otrs - OTRS mailing lists

Error when closing tickets
by Maurice James Ny 01 Jun '07

01 Jun '07

I get this error when ever I close tickets. The tickets end up being closed, but in a locked status. Does anyone have any ideas on why this is happening? Software error: Unknown encoding '' at /opt/otrs//Kernel/System/Email.pm line 255 For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error.

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NewTicketReject.pm
by Maurice James Ny 31 May '07

31 May '07

What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it?

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Well after i fixed the bug, i get this
by Jonathan Larsen 31 May '07

31 May '07

Please see attached emails that OTRS is sending me Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108

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Question for Notification for follow up
by ^_^ patrick 31 May '07

31 May '07

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Agent new ticket notification & reply-to field
by Christophe Pouillet 31 May '07

31 May '07

Hi list, Does anyone could tell me if there is any way to setup the reply-to field for a notification to an agent ? I would like to send agent new ticket notification with the reply-to field set with customer email. This would able my agents to directly reply to the customer by email with a cc to otrs. Thanks for your ideas, Regards, Christophe. EXOSEC SAS - France

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State: Response
by Gustavo Azambuja 31 May '07

31 May '07

Hi, frist: sorry for my english. I want unlock the response of my customers but not the tickets with a agent response.... in other words, the new menssages (new tickets or not) i want in my inbox, the other tickets not (locked but without a response) Any ideas? ---- PAra el que entienda español: Quiero que los mensajes nuevos (pueden o no ser nuevos tickets) no se bloquen para el usuario y aparezcan siempre en la Inbox pero que los mensajes que los agentes responden, y aún no fueron contestados por los clientes permanezcan bloqueados para ese usuario. Ideas? -- Saludos, Gustavo Azambuja Linux User: 275813 ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

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Filter only replys on POP3
by Kevin Loyens 31 May '07

31 May '07

Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin

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Simple code to add <OTRS_TICKET_ID> to signature
by Gustavo Azambuja 31 May '07

31 May '07

Hi all, I've found it helpful to add support for inserting the ticket ID within the signature and added the following snippet to Kernel/Modules/AgentTicketCompose.pm: Immediately after the following line: $Data{$_} =~ s/<OTRS_USER_LOGIN>/$Self->{UserLogin}/g; I added the following: $Data{$_} =~ s/<OTRS_TICKET_ID>/$Ticket{TicketNumber}/g; Full code: # replace other needed stuff $Data{$_} =~ s/<OTRS_FIRST_NAME>/$Self->{UserFirstname}/g; $Data{$_} =~ s/<OTRS_LAST_NAME>/$Self->{UserLastname}/g; $Data{$_} =~ s/<OTRS_USER_ID>/$Self->{UserID}/g; $Data{$_} =~ s/<OTRS_USER_LOGIN>/$Self->{UserLogin}/g; $Data{$_} =~ s/<OTRS_TICKET_ID>/$Ticket{TicketNumber}/g; -- Saludos, Gustavo Azambuja Linux User: 275813 ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

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Duplicate replies send to customers
by Gabriele D'Andrea 31 May '07

31 May '07

When sending mail replies from the agent web interface, it happens that customers receive duplicate mails. In practice, when an agent sends a reply from the web interface, in the To field the following address is displayed: "mail\*customer\.com" <mail*customer.com> then the reply is sent twice (* stands for @) If I correct the the entry in the To field in: mail*customer.com then teh reply is correctly sent once. Any idea about the reason for such a weird behaviour? -- Gabriele D'Andrea

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Filter only replys on POP3
by Kevin Loyens 31 May '07

31 May '07

Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin

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