June 2007 - otrs - OTRS mailing lists

Re: [otrs] Allow only known clients
by kekieres＠arsystel.com 14 Jun '07

14 Jun '07

Hola Carlos, I've already posted an similar question with no answer: http://lists.otrs.org/pipermail/otrs/2007-May/018877.html I agree with Jesus that I would be nice to make OTRS filter the incoming mail looking the "from" email address into the customer (and why not also agent) databases, but I think it's not possible. A workaround that I'm planning doing is the following: Right now I'm getting the incoming mails with fetchamil and filter them with procmail. So my idea is to add a rule in the file .procmailrc in order to do a check in the OTRS database in the tables customer_user wether the email comes from an user or not, adding the tag X-OTRS-Ignore=yes if there is no match in the database. Does anybody know a way to do it with OTRS built-in features? Saludos, Rafael. Carlos G. Oyarzabal escribió: > Hi Jesús, > I think you must filter mail before it reach OTRS. That using any antispam > software. > Then, mails that can cross that filter, can be trap by the filter > "PostMaster Filer" on OTRS (admin module). > > I use: > > Match > Header1: Subject Value1: Mail server report > Set > Header1: X-OTRS-Queue Value1: Junk > > After that, when a spam mail came, I move it to the junk queue. > > You can built some rules to be excuted by the Generic Agent and run the > rules/filters by crontab. > > > Best regards > Carlos > México > > > -----Mensaje original----- > De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Jesús > M. Navarro > Enviado el: Martes, 12 de Junio de 2007 08:22 a.m. > Para: 'User questions and discussions about OTRS.org' > Asunto: [otrs] Allow only known clients > > Hi, list: > > I'm currently testing OTRS and, of course, I'm getting some issues. Due to > spam I'd want to process only ticket requests coming from known clients' > e-mail addressess, but I don't see how to filter this out. > > An affordable approach would be to do the same I'm already doing on > SPAM-tagged messages: move them to the "Junk" queue and then delete. > > Is this possible to be done on all unknown e-mail addresses (both > users+clientes) on the "From" field? What would be the best approach? > -- > Jesús M. Navarro > Jefe de Sistemas y Soporte > Ándago Ingeniería - www.andago.com > > Teléfono: +34 916 011 373 (ext. 29) > Móvil: +34 666 431 088 > e-mail: jesus.navarro(a)andago.com > _______________________________________________ > 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/ > > _______________________________________________ > 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/ >

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Layout of reply message
by Postmaster ＠ I Viaggi dell'Airone 14 Jun '07

14 Jun '07

Hallo, I have a question for you. It's possible to change the position of original message of customer instead to stay on top after the title message, after the response model before of signature, i.e. ------------------------- tile model response > original message signature ---------------------------- Thank's a lot Goffredo Morvillo

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search in mysql
by Gustavo Azambuja 13 Jun '07

13 Jun '07

I am not very good with MySQL, can help me with a search/stats: I want to have the amount of tickets _answered_ per day/technician; not only new tickets in last day, if I recived the mail 3 days ago, and answered today, i want this number. Thanks -- 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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Closing all tickets in a queue
by justinjohnson＠f2s.com 13 Jun '07

13 Jun '07

Hi Guys, We have an install of OTRS and we need to close all tickets (Almost 6,000) of them , in a particular queue. Is there any SQL Query or anything we can run for a specific queue ID that would to this for us. Of course we could manually close 25 each time by manually selecting them, then usinng the bulk tool to close, but as you can imagine this would take quite a while! Cheers Justin

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Reporting feature availibilty
by aix tiger 13 Jun '07

13 Jun '07

Hi I want to know that when OTRS will include reporting feature ( like daily or monthly reports ) which reflects performance of service desk for management review I beleive MIS reports from Service desk is a important requirement of ITIL framework and methodology so it should be included in OTRS Any comments or advices how can we get such kind of reports from OTRS? Regards --------------------------------- Bored stiff? Loosen up... Download and play hundreds of games for free on Yahoo! Games.

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Allow only known clients
by Jesús M. Navarro 13 Jun '07

13 Jun '07

Hi, list: I'm currently testing OTRS and, of course, I'm getting some issues. Due to spam I'd want to process only ticket requests coming from known clients' e-mail addressess, but I don't see how to filter this out. An affordable approach would be to do the same I'm already doing on SPAM-tagged messages: move them to the "Junk" queue and then delete. Is this possible to be done on all unknown e-mail addresses (both users+clientes) on the "From" field? What would be the best approach? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

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Re: [otrs] Reporting feature availibilty
by kekieres＠arsystel.com 13 Jun '07

13 Jun '07

There is a database structure diagram here: http://ftp.otrs.org/pub/otrs/misc/ Nils Breunese (Lemonbit) escribió: > aix tiger wrote: > >> Is it not possible to generate similar kind of reports from sql >> queries ?? Offcourse , in that we have to know the tables and column >> information related to OTRS database... > > I'm pretty sure that it is possible to generate similar reports using > SQL queries. I don't know if the OTRS database schema is documented, but > browsing the database should give you some ideas of what data is > available where. > > Nils Breunese. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/

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Send notification to agent but not for customer
by Guillaume Rehm 13 Jun '07

13 Jun '07

Hi list, Is it possible to sent notification only for agent and not for customer ? Thanks in advance -- 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: [otrs] Frontend::Customer::ModuleRegistration Question
by o o 12 Jun '07

12 Jun '07

Gabriele, Thanks, I was aware of that. The problem then becomes having to modify the Supervisor(s) everytime a new user is added. Trying to make the system a little less tedious. But everything seems to point in that direction. I suppose I could have a generic agent or something along those lines look at each user record and add all ids for users having the same e-mail domain to my supervisor user. I guess I'll pursue that route. It just seems that with customer groups and the aforementioned setting in that module, we have the tools necessary to implement this cleanly. It would only mean setting all users of the same company to the same customer id, and then putting all supervisors from each company into the one group. ----- Original Message ---- From: Gabriele D'Andrea <gabriele.dandrea(a)ecohmedia.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, June 12, 2007 2:28:43 AM Subject: Re: [otrs] Frontend::Customer::ModuleRegistration Question You can assign John, mary and Steve different customers ids, and then assign the ids to the customer supervisor too. Example John -> Customer ID: id1 Steve -> Customer ID: id2 Mary -> Customer ID: id3 Supervisor -> Customer ID: id1,id2,id3,supervisorid Gabriele ----- Original Message ----- From: Guillaume Rehm To: User questions and discussions about OTRS.org Sent: Tuesday, June 12, 2007 8:49 AM Subject: Re: [otrs] Frontend::Customer::ModuleRegistration Question Hi, I want to do the same process. Have you find how you can implement it ? o o a écrit : Yes, but the problem with that is, I want these users to see all the tickets, but other users to not see all the tickets. John, Mary, and Steve all have the same customer id, and can currently see each other's tickets. But I want John to see everyone's tickets, and Mary/Steve to only see their own tickets. I may have more than one 'admin' per company, and I have multiple companies, so I'm trying to make this as simple as adding people to the right groups. ----- Original Message ---- From: Tequila Troutman <ttroutman8(a)hotmail.com> To: otrs(a)otrs.org Sent: Monday, June 11, 2007 1:47:11 PM Subject: RE: [otrs] Frontend::Customer::ModuleRegistration Question You can use the customer id. If two customers have the same customer id, they can see each other's tickets. If a customer has a customer id specific to only him in his user profile, then he can only see his tickets. You could set up all the users you want access to each other's tickets by giving them the same customer id. From: o o <bj_5150(a)yahoo.com> Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> To: otrs(a)otrs.org Subject: [otrs] Frontend::Customer::ModuleRegistration Question Date: Mon, 11 Jun 2007 13:25:55 -0700 (PDT) Was trying to configure my system so that the 'Company Tickets' button was only available to users of a certain group. I noticed that there is a group config option when looking at this module via SysConfig. I was hoping that by creating a group and adding this group to the 'group' field it would accomplish this. However, this setting doesn't seem to do anything, or at least it doesn't do what I was hoping to accomplish. Any thoughts on this would be appreciated. ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC _______________________________________________ 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/ _________________________________________________________________ Don’t miss your chance to WIN $10,000 and other great prizes from Microsoft Office Live http://clk.atdmt.com/MRT/go/aub0540003042mrt/direct/01/ _______________________________________________ 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/ ____________________________________________________________________________________ Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. http://new.toolbar.yahoo.com/toolbar/features/mail/index.php _______________________________________________ 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/ -- 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 _______________________________________________ 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/ _______________________________________________ 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/ ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/

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GenericAgent.pl
by Partington, Eric 12 Jun '07

12 Jun '07

Can a different GenericAgent.pl be specified for different queues? i.e. set different timeout periods for each queue to escalate and move tickets to different queues? Queue1 -> timeout=5 minutes -> move to queue3 if exceeds timeout Queue2-> timeout=10 minutes -> move to queue4 if exceeds timeout and set state=pending Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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