June 2007 - otrs - OTRS mailing lists

Frontend::Customer::ModuleRegistration Question
by o o 11 Jun '07

11 Jun '07

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

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queue notification
by Tequila Troutman 11 Jun '07

11 Jun '07

Hi All, I am using otrs 2.1 on fedora 4. I get notifications on the default queues but when I set up a new queue I do not get a notification. Can anyone tell me what I am missing? _________________________________________________________________ Play games, earn tickets, get cool prizes. Play nowit's FREE! http://club.live.com/home.aspx?icid=CLUB_hotmailtextlink1

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Filtering Disposition Notifications
by Gabriele D'Andrea 11 Jun '07

11 Jun '07

Hello, I'm trying to filter messages that are response to Disposition Notifications. I've seen that this kind of messages contains the following header: Content-Type: multipart/report; report-type=disposition-notification; boundary="----=_NextPart_000_015A_01C7A9BD.EA993250" So I've tried to filter incoming messages by Content-Type header 1st, I've created a new PostMaster X-Header to be scanned for Content-Type header 2nd, I've created the following PostMaster Filter rule, that is processed for first Corrispondenza: Intestazione (header) 1: - Body Cc Content-Type Delivered-To Errors-To From Importance In-Reply-To List-Archive List-Id Mailing-List Message-ID Message-Id Organization Precedence References Reply-To ReplyTo Resent-From Resent-To Subject To User-Agent X-Loop X-Mailer X-No-Loop X-OTRS-ArticleKey1 X-OTRS-ArticleKey2 X-OTRS-ArticleKey3 X-OTRS-ArticleType X-OTRS-ArticleValue1 X-OTRS-ArticleValue2 X-OTRS-ArticleValue3 X-OTRS-CustomerNo X-OTRS-CustomerUser X-OTRS-FollowUp-ArticleKey1 X-OTRS-FollowUp-ArticleKey2 X-OTRS-FollowUp-ArticleKey3 X-OTRS-FollowUp-ArticleType X-OTRS-FollowUp-ArticleValue1 X-OTRS-FollowUp-ArticleValue2 X-OTRS-FollowUp-ArticleValue3 X-OTRS-FollowUp-Priority X-OTRS-FollowUp-Queue X-OTRS-FollowUp-SenderType X-OTRS-FollowUp-State X-OTRS-FollowUp-TicketKey1 X-OTRS-FollowUp-TicketKey10 X-OTRS-FollowUp-TicketKey11 X-OTRS-FollowUp-TicketKey12 X-OTRS-FollowUp-TicketKey13 X-OTRS-FollowUp-TicketKey14 X-OTRS-FollowUp-TicketKey15 X-OTRS-FollowUp-TicketKey16 X-OTRS-FollowUp-TicketKey2 X-OTRS-FollowUp-TicketKey3 X-OTRS-FollowUp-TicketKey4 X-OTRS-FollowUp-TicketKey5 X-OTRS-FollowUp-TicketKey6 X-OTRS-FollowUp-TicketKey7 X-OTRS-FollowUp-TicketKey8 X-OTRS-FollowUp-TicketKey9 X-OTRS-FollowUp-TicketValue1 X-OTRS-FollowUp-TicketValue10 X-OTRS-FollowUp-TicketValue11 X-OTRS-FollowUp-TicketValue12 X-OTRS-FollowUp-TicketValue13 X-OTRS-FollowUp-TicketValue14 X-OTRS-FollowUp-TicketValue15 X-OTRS-FollowUp-TicketValue16 X-OTRS-FollowUp-TicketValue2 X-OTRS-FollowUp-TicketValue3 X-OTRS-FollowUp-TicketValue4 X-OTRS-FollowUp-TicketValue5 X-OTRS-FollowUp-TicketValue6 X-OTRS-FollowUp-TicketValue7 X-OTRS-FollowUp-TicketValue8 X-OTRS-FollowUp-TicketValue9 X-OTRS-Ignore X-OTRS-Info X-OTRS-Loop X-OTRS-Priority X-OTRS-Queue X-OTRS-SenderType X-OTRS-State X-OTRS-TicketKey1 X-OTRS-TicketKey10 X-OTRS-TicketKey11 X-OTRS-TicketKey12 X-OTRS-TicketKey13 X-OTRS-TicketKey14 X-OTRS-TicketKey15 X-OTRS-TicketKey16 X-OTRS-TicketKey2 X-OTRS-TicketKey3 X-OTRS-TicketKey4 X-OTRS-TicketKey5 X-OTRS-TicketKey6 X-OTRS-TicketKey7 X-OTRS-TicketKey8 X-OTRS-TicketKey9 X-OTRS-TicketValue1 X-OTRS-TicketValue10 X-OTRS-TicketValue11 X-OTRS-TicketValue12 X-OTRS-TicketValue13 X-OTRS-TicketValue14 X-OTRS-TicketValue15 X-OTRS-TicketValue16 X-OTRS-TicketValue2 X-OTRS-TicketValue3 X-OTRS-TicketValue4 X-OTRS-TicketValue5 X-OTRS-TicketValue6 X-OTRS-TicketValue7 X-OTRS-TicketValue8 X-OTRS-TicketValue9 X-Original-To X-Priority X-Spam-Flag X-Spam-Level X-Spam-Status Valore: Impostazione: Intestazione (header) 1: - X-OTRS-ArticleKey1 X-OTRS-ArticleKey2 X-OTRS-ArticleKey3 X-OTRS-ArticleType X-OTRS-ArticleValue1 X-OTRS-ArticleValue2 X-OTRS-ArticleValue3 X-OTRS-CustomerNo X-OTRS-CustomerUser X-OTRS-FollowUp-ArticleKey1 X-OTRS-FollowUp-ArticleKey2 X-OTRS-FollowUp-ArticleKey3 X-OTRS-FollowUp-ArticleType X-OTRS-FollowUp-ArticleValue1 X-OTRS-FollowUp-ArticleValue2 X-OTRS-FollowUp-ArticleValue3 X-OTRS-FollowUp-Priority X-OTRS-FollowUp-Queue X-OTRS-FollowUp-SenderType X-OTRS-FollowUp-State X-OTRS-FollowUp-TicketKey1 X-OTRS-FollowUp-TicketKey10 X-OTRS-FollowUp-TicketKey11 X-OTRS-FollowUp-TicketKey12 X-OTRS-FollowUp-TicketKey13 X-OTRS-FollowUp-TicketKey14 X-OTRS-FollowUp-TicketKey15 X-OTRS-FollowUp-TicketKey16 X-OTRS-FollowUp-TicketKey2 X-OTRS-FollowUp-TicketKey3 X-OTRS-FollowUp-TicketKey4 X-OTRS-FollowUp-TicketKey5 X-OTRS-FollowUp-TicketKey6 X-OTRS-FollowUp-TicketKey7 X-OTRS-FollowUp-TicketKey8 X-OTRS-FollowUp-TicketKey9 X-OTRS-FollowUp-TicketValue1 X-OTRS-FollowUp-TicketValue10 X-OTRS-FollowUp-TicketValue11 X-OTRS-FollowUp-TicketValue12 X-OTRS-FollowUp-TicketValue13 X-OTRS-FollowUp-TicketValue14 X-OTRS-FollowUp-TicketValue15 X-OTRS-FollowUp-TicketValue16 X-OTRS-FollowUp-TicketValue2 X-OTRS-FollowUp-TicketValue3 X-OTRS-FollowUp-TicketValue4 X-OTRS-FollowUp-TicketValue5 X-OTRS-FollowUp-TicketValue6 X-OTRS-FollowUp-TicketValue7 X-OTRS-FollowUp-TicketValue8 X-OTRS-FollowUp-TicketValue9 X-OTRS-Ignore X-OTRS-Info X-OTRS-Loop X-OTRS-Priority X-OTRS-Queue X-OTRS-SenderType X-OTRS-State X-OTRS-TicketKey1 X-OTRS-TicketKey10 X-OTRS-TicketKey11 X-OTRS-TicketKey12 X-OTRS-TicketKey13 X-OTRS-TicketKey14 X-OTRS-TicketKey15 X-OTRS-TicketKey16 X-OTRS-TicketKey2 X-OTRS-TicketKey3 X-OTRS-TicketKey4 X-OTRS-TicketKey5 X-OTRS-TicketKey6 X-OTRS-TicketKey7 X-OTRS-TicketKey8 X-OTRS-TicketKey9 X-OTRS-TicketValue1 X-OTRS-TicketValue10 X-OTRS-TicketValue11 X-OTRS-TicketValue12 X-OTRS-TicketValue13 X-OTRS-TicketValue14 X-OTRS-TicketValue15 X-OTRS-TicketValue16 X-OTRS-TicketValue2 X-OTRS-TicketValue3 X-OTRS-TicketValue4 X-OTRS-TicketValue5 X-OTRS-TicketValue6 X-OTRS-TicketValue7 X-OTRS-TicketValue8 X-OTRS-TicketValue9 Valore: But I've got no result, the filter is not applied. Can someone tell me why this is not working? Or alternatively suggest a better method? I need to filter and ignore messages that are replies to Disposition notifications Thank you for any help -- Gabriele D'Andrea

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(no subject)
by Tequila Troutman 11 Jun '07

11 Jun '07

Hi all! I have certain customers I only want to be able to send tickets to certain queues. Is this possible? I've installed otrs 2.1 on fedora 4 Thanks for any help at all! _________________________________________________________________ Like puzzles? Play free games & earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2

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apache server setup for otrs
by Tequila Schramm 11 Jun '07

11 Jun '07

Hi, Can anyone help me configure my apache server for OTRS? I'm new to Fedora. I have OTRS 2.1 and I want users to be able to type in their web server --> servicedesk.example.com but I'm stumped on were and how. Thanks!

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Group and role management via LDAP
by jim＠because.org.uk 11 Jun '07

11 Jun '07

Hi team, Is there any way of storing the groups and roles for OTRS in ldap? this would be really handy, but I can't find any mention of it in the docs... thanks in advance Jim Bristol ---------------------------------------------------------------------------------------- Brislington Enterprise College Mail System This e-mail and any attachements are intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not necessarily represent those of Brislington Enterprise College. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. If you have received this e-mail in error please contact the sender. As internet communications are not secure, we do not accept legal responsibility for the contents of this message nor for any changes made after it was sent by the original sender. For information about Brislington Enterprise College, please visit http://www.because.org.uk -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Text/plain vs text/HTML
by Arnold, Andrew 11 Jun '07

11 Jun '07

O/S WinXP Pro OTRS Version: OTRS 2.1.2 <http://otrs.org/> I recently changed the format of all e-mails sent by OTRS to HTML instead of Plain e-mail. This worked fine but I now want to change this back but cannot remember where to make this change, can someone please let me know where this is. Thanks Andrew Arnold This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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Procmail test
by Mike McGrath 10 Jun '07

10 Jun '07

My procmail test is failing. I'm on RHEL5 # cat /usr/share/doc/otrs-2.1.7/doc/test-email-1.box | perl /var/www/otrs//bin/PostMaster.pl Error: Config.pm No value for 'LogModule::SysLog::Facility' in Config.pm found! Error: Config.pm No value for 'LogSystemCacheSize' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Limit' in Config.pm found! Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! Error: Config.pm No value for 'Database::Attribute' in Config.pm found! Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Error: Config.pm No value for 'PostmasterUserID' in Config.pm found! ERROR: OTRS-PM-10 Perl: 5.8.8 OS: linux Time: Wed Jun 6 12:55:18 2007 Message: Found no 'PostmasterUserID' option in Config.pm! at /var/www/otrs/Kernel/System/PostMaster.pm line 48, <STDIN> line 30. Traceback (15665): Module: /var/www/otrs//bin/PostMaster.pl (v1.24) Line: 128 ============================ Anyone have any ideas? -Mike

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Reports by user
by Eli Windchy 08 Jun '07

08 Jun '07

Hello, I need to generate a report that breaks down activity by user. For example, I'd like to see how many minutes user "John" logged during a given week or month. Instead, I seem only able to generate reports by customer. Can you help? If the reports cannot be configured to this level of detail, is there a way to add to the search results a column for time spent per ticket? Thanks, Elizabeth

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Ticket Escalation
by Kamal 08 Jun '07

08 Jun '07

I am using OTRS 2.1.6 I have the escalation time for a queue set to 60 minutes. So when a new ticket is open, it will be escalated after 60 minutes if not handled. The problem is that when the ticket is answered by agent, the escalation time is reset to 60 minutes. How can I change the escalation time if the ticket is answered, for example keep it 60 minutes after it arrives & is not answered, but change the escalation time to 24 hours if it's answered & the customer doesn't answer. Thank you

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