May 2007 - otrs - OTRS mailing lists

some further actions on ticket-creation through incoming mail
by Alexander Scholler 23 May '07

23 May '07

Hi, among many other incoming mails, our OTRS receives some special (marked) mails. Now, I want some special data contained in this mail-body to be added to a csv-file. I tend to use PostMaster::PreFilterModule###4-CMD for this purpose. The CMD called is a perl-script which applies regex to find the data an apped it to csv. Is this the right way? Any other/better suggestions? Bye, Alex

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my otrs very slow what is the problem ?
by Ayhan HACIOGLU 22 May '07

22 May '07

my otrs very slow what is the problem ? my server info Compaq ML570 2 Xeon CPU 2Gb Ram 3x19 Scsi Hdd

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Role selection error
by Lair, Rich 22 May '07

22 May '07

Well, I found out the what, but not the why - another administrator had put Word and PowerPoint attachments to email tickets, and when he elevated their priority, OTRS stopped working. After deleting the attachments out of the database, OTRS began working again. I did notice they were the only records in the article_attachment table in the OTRS MySQL database that had a descriptor of "application/msword" or "application/powerpoint". I highly recommend phpMyAdmin for routine MySQL database cleanup tasks: http://www.phpmyadmin.net <http://www.phpmyadmin.net/> STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer.

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Outgoing image attachment
by Gary Smith 22 May '07

22 May '07

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Tickets appearing in the calendar?
by Mike Dent 22 May '07

22 May '07

Hi, What is the purpose of the calender choice/button in the Queue admin? I'd like to be able to add entries to the calendar from tickets, eg to schedule a time to attend to a ticket, can this be done? Thanks Mike

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Hello! Some questions about setup...
by Federico Zaina 22 May '07

22 May '07

Hello! I am implementing OTRS to answer Google Groups' support list messages. I would need to know: 1) How can I setup OTRS NOT to quote the answered message text? When I click to answer a received message, I don't want to have included the original message's text. (Or at least, I would want to have it automatically included AFTER my Signature, not before like it is now). 2) How can I get to setup the ticket number format, other than the standards 'Date', 'Checksum', 'Date + Checksum', etc... I would need to have a shorter number, like a four digit number only, or like a mmddyy1234 format, that would be 6 digits for the date and 4 digits for the ticket number. 3) As the email address I use it's also subscribed to the Google Group, I also receive my own answers in the OTRS... What would be the correct filter to keep my answers on the tickets' threads but not to count as a new message? This way I wouldn't have my own answers an the OTRS "New messages" list. I think the "OTRS-Ignore" tag is not the answer because this would keep the answer out of the ticket's thread. Thank you very much in advance! Regards, Federico -- Nektra Advanced Computing http://www.Nektra.com

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Ticket Age
by Matas Labasauskas 22 May '07

22 May '07

Is it possible to count ticket age only during working hours? -- Matas Labasauskas

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Live chat on OTRS
by Gary Smith 22 May '07

22 May '07

Hi OTRS, I am an OTRS user for many years and its absolutely rock solid and a very powerful tool. Has anyone suggested integrating a Live Chat application into this and using the database back end to create tickets based on chat sessions. We use MSN for this just now and have to copy and paste the sessions into otrs to create a log. I would use it and dump MSN to keep all tickets in 1 place. Thanks Gary

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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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Users / Groups - Permissions - Concept
by joey 22 May '07

22 May '07

Hey there, this is what we need: Raw-Queue | ------------------------------------------- | | | | | CustomerA CustomerB CustomerC Internal CustomerX | | | | | | X Y Z A B C in words: raw Queue: The Queue where the mails come in. This needs to be managed by the 1st-level group. There should be filters configured to automatically sort out spam etc. The users in the 1st-level group should be the only one that are allowed to move tickets in the specific queues. They should be able to move them either in the Main-Queues (CustomerA, CustomerB, Internal etc) if they don't really know if its "X,Y or Z" (this may be "Incidident", "Request" or whatever), or if the ticket is clear, sort them directly into the "X, Y or Z" sub-queues. main queues: These queues (CustomerA,CustomerB,Internal etc) needs to be managed by other groups which users have deeper knowledge of CustomerA, B etc. The thing should be done with ticket in these queues is to sort them in the sub-queues. One shoud not start working on the tickets in these queues. sub-queus: This is where the work on a ticket should start by a group of users. - The 1st-Level-Team should see all Queues. - The Main-Queue-Teams should only see the specific main-queue and the sub-queues of it. - The Sub-Queue-Teams should only see the specific sub-queue. Sorry for my Englisch... hopefully it's clear anyway. Any idea of this could be realized? :) greetings and thanks in advance, joey

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