May 2007 - otrs - OTRS mailing lists

Email config with OTRS
by Peter van Heusden 25 May '07

25 May '07

Hi everyone I've just installed OTRS here (here = SANBI, a small academic institute in South Africa) to help with our support tracking needs (we've got about 50 staff / students and half a dozen servers, managed by two sysadmins). One of our main requirements is email based access - i.e. someone emails to "support@sanbi" and they get a response with a ticket number, which they can use to follow up on the problem. As admins we can review the tickets on the web interface, respond from there, and if we "own" a ticket, be notified of any follow-up emails from the users. I'm trying to get this working with OTRS, but I'm not sure if I'm changing the right buttons. I got the queue we use configured so that it emails on status change, I have the sysadmin users set with similar config, but "follow up" emails are still not consistently being forwarded to those working on tickets. Can someone point me to where I need to configure / change in order to achieve the result I specified above? Thanks, Peter

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Changing the mail address of the notifications
by tarallo＠ort.edu.uy 25 May '07

25 May '07

All my notifications came from: otrs(a)localhost.ort.edu.uy, and I don't find where i can change it. Andres -- A/P Andrés Tarallo

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Disable customer notifications
by Guillaume Rehm 25 May '07

25 May '07

Hi list, How can I disable CUSTOMER notifications ? I have search in doc, system config, and google, but I don't find anythings. Strange ! Thanks in advance for your help. Best Regards, -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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RE: RE: RE: [otrs] Notfication email
by Luca Martella 25 May '07

25 May '07

I've changed the file "C:/OTRS/Kernel/System/Web/InterfaceCustomer.pm" as like below: (plz notice that I have a Window server, if you use linux or unix, the path of the file will not be C:/OTRS/........etc.) In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); Change it to: $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); Cordiali saluti Best regards Luca Martella luca.martella(a)unilabsrl.it 2007-05-25 [ # ] { @ }

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Database error message
by Jonathan Larsen 24 May '07

24 May '07

Could anyone help me make sense of this? DBI::db=HASH(0x8bb5ed0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, <PRODUCT> line 4. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108

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Users groups vs. Customer IDs?
by LQ Marshall 24 May '07

24 May '07

I am having trouble getting my head around user groups and customer IDs. Does anyone have a simple scheme of when you'd use one over the other or both? Whenever I ?think? I have a good understanding of this... I realize I don't. (Must be a sign of getting old :-S ) tia LQ

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Using multiple companies in OTRS
by o o 24 May '07

24 May '07

Stumbled across OTRS and it looks really nice. Wondering how I can best customize it to fit my needs. I have multiple clients that I support, and I envisioned the following setup: One set of queues. One (or more) admin users per company. All normal users can only see their own tickets. All company admins can see all tickets for their company (and possibly get e-mail notification on new and completed tickets. >From what I've read in the documentation, it looks like this can't be achieved. Granted, I've only gone thru the documentation once, and it's pretty late. It looks like I'd have to create queues for each company in order to have the 'company admin' users. If anyone else has done a similar implementation, or has ideas on how to configure OTRS in such fashion, I'd appreciate the advice. Thanks ____________________________________________________________________________________Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/

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Notfication email
by Emily Flynn 24 May '07

24 May '07

Hi there, I'm having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don't receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only when a new ticket gets issued that I'm not receiving mail, and that's the most important mail of all! Any suggestions would be great, thanks. -Emily Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre, Blackthorn Road, Sandyford, Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: 087 777 8391 Web: www.alliedpensions.com <http://www.alliedpensions.com/>

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Forcing customers to open ticket into their own subqueue
by Gabriele D'Andrea 24 May '07

24 May '07

Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following. Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel->Customer A). The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue. I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this? Thanks for any suggestion ----- Fine del messaggio inoltrato ----- <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN" "http://www.w3.org/TR/html4/loose.dtd"> <html> <head> <title>Documento senza titolo</title> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"> </head> <body> -- Gabriele D'Andrea Tel. +39 085 9431161 • Fax +39 085 9431162 • <a href="mailto:gabriele.dandrea@ecohmedia.com">gabriele.dandrea(a)ecohmedia.com</a> •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  • ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) • Via F. Fellini 2, 65010 Spoltore (PE)  • Italy • <a href="http://www.ecohmedia.com">www.ecohmedia.com</a> •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  • Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium. </body> </html>

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Some more (more) remaining OTRS questions.
by Mike Dent 24 May '07

24 May '07

Hi, slowly getting things running how I want, many thanks to all those who have replied to my pleas for help in the past, and of course the team behind OTRS. 1) For some reason OTRS is not collecting mail via POP3. PostMasterPOP3.pl does not get run correctly from cron, as it seems to think there is another version running all the time. Forcing it manually './PostMasterPOP3.pl -f 1' works but putting the same command in the crontab does not seem to work? 2) I really need the ability to search on some extra fields I have had to add fields to customer_user table like:- mysql> alter table customer_user add phone1 varchar (250); Query OK, 1 row affected (0.20 sec) Records: 1 Duplicates: 0 Warnings: 0 How much work is it for me to add the ability for these to be searched? 3) Was there ever an answer to closing a ticket without sending an email response? I've a couple of spam tickets that have the from the same as my queue email. When I close them they just bounce back? Close without *any* email response is what I need? Thanks again, Mike

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