July 2007 - otrs - OTRS mailing lists

List of agents
by Dan King 16 Jul '07

16 Jul '07

I am new to developing in OTRS and perl and might have a very basic question. I want to modify the look of the tickets so it provides a drop down list with Agents names so each ticket can be assigned to an agent very easily. I would like it to look like the Change Queue drop down list. Does anyone know how this would be done? Or if there is an easy way to do it? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Moving from win32 2.1.7 to win32 2.2.1
by John Hagemann 16 Jul '07

16 Jul '07

I have setup a second win32 server with 2.2.1 installed and would like to migrate my existing win32 2.1.7 data and configurations over. I want to keep the 2.1.7 in use and experiment on the 2.2.1 system with my real data and users. Has anyone tried this yet? I have tried using the MySQL migration toolkit to migrate the data but then can't log in with any users or customers. Thanks, John Hagemann

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Customize time period for "Pending Auto Close" ticket state
by Ingmar Koecher [ NETIKUS.NET ltd ] 16 Jul '07

16 Jul '07

Hi - I already asked this a few days ago and was hoping that somebody knew the answer: I was curious how we could change the default time period for "Pending Auto Close" tickets which currently seems to be set at 24 hours. I tried to search the documentation, Google, and source files but I wasn't able to find where I can change that. Is that hard-coded, or, if it can be changed - where can I customize that :-) Thank you for any help, Ingmar.

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[SOLVED] constant long delay in AgentRespond AgentTicketCompose
by Falko Zurell 16 Jul '07

16 Jul '07

Hello List, I've solved the problem with the constant long delay on Agent Respond. The problem was a misconfigured DNS setup. The first DNS in the /etc/ resolv.conf wasn't reachable and caused a TCP timeout of app. 10 sec. When an agents clicks on the response by email link then the OTRS seems to check if the sender domain name exists in the DNS. If there is a problem in the DNS setup you will see a delay here. Fixing the DNS solved the problem for me. kind regards --- Falko Zurell Head of Application Management /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message. Am 11.07.2007 um 16:02 schrieb <otrs-request(a)otrs.org> <otrs- request(a)otrs.org>: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: OTRS 2.1 SOAP interface (Patric) > 2. Re: General FAQ (Nils Breunese (Lemonbit)) > 3. LDAP auth problem (S?ndor Feh?r) > 4. Re: Survey Module (Lars Stavholm) > 5. constant long delay in AgentRespond AgentTicketCompose > (Falko Zurell) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 11 Jul 2007 11:35:08 +0200 > From: Patric <patrict(a)bluebottle.com> > Subject: Re: [otrs] OTRS 2.1 SOAP interface > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <4694A44C.8090008(a)bluebottle.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Patric wrote: > > Hi All, > > > > Umberto Nicoletti wrote: > >> I've implemented a SOAP interface over OTRS 2.1 > > > > I have been playing with this implementation, and am struggling > with the > > following : > > > > I want to create a ticket, and email it to a customer. To this end I > > have tried to use ArticleSend(). The article is created in the > ticket, > > but it is never emailed to the customer. > > > *** MY ADDITION START *** > > > > my $ArticleID = $TicketObject->ArticleSend( > > TicketID => $TicketID, > > ArticleType => 'email-external', > > SenderType => 'system', > > From => 'system(a)myotrs.com', > > To => 'customer_email(a)gmail.com', > > Subject => 'Testing 123', > > Body => 'Testing by Patrick', > > Charset => 'ISO-8859-15', > > Type => 'text/plain', > > Sign => { > > Type => 'PGP', > > SubType => 'Inline|Detached', > > Key => '81877F5E', > > > > Type => 'SMIME', > > Key => '3b630c80', > > }, > > Crypt => { > > Type => 'PGP', > > SubType => 'Inline|Detached', > > Key => '81877F5E', > > > > Type => 'SMIME', > > Key => '3b630c80', > > }, > > HistoryType => 'EmailCustomer', > > HistoryComment => 'Emailing the ticket to the customer', > > NoAgentNotify => 0, > > UserID => $UserID, > > ); > > > > *** MY ADDITION END *** > > Hi All, > > Just as a follow-up, I solved my problem. > If you look at my code above, in the Sign and Crypt fields, I have the > Type and Key fields twice in each - in each instance PGP and SMIME are > the 2 possible values that you can set, and it is given like that > in the > example on the API documentation. > > Not knowing much about this whole lot, I just copied and pasted the > examples as is, and the duplicate definitions were causing an error > that > I found by debugging the code... > > So look out for those instances when using the API example code! It > will > save you a LOT of time :] > > Thanks > Patrick > > -- > > Q: I want to be a sysadmin. What should I do? > > A: Seek professional help. > > ---------------------------------------------------------------------- > Find out how you can get spam free email. > http://www.bluebottle.com/tag/3 > > > ------------------------------ > > Message: 2 > Date: Wed, 11 Jul 2007 11:37:53 +0200 > From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> > Subject: Re: [otrs] General FAQ > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <988E70C5-7932-4DB8-9681-722224397E21(a)lemonbit.nl> > Content-Type: text/plain; charset="us-ascii" > > Jean wrote: > > > I would like to try out the OTRS, I work for an organisation and i > > would > > like to organize my emails according to a particular operator. I > > have to > > questions that i want a definite answer before i actually > implement it > > > > 1. Does the OTRS work hand in hand with LOTUS notes, since we don't > > want > > the user to be effected. > > There are two types of users. The agents (people handling the > tickets) use the OTRS web interface in a web browser. The other users > are called customers (though they could be your employees for > instance) and typically interact with the system using email (but > OTRS can also be used as a system in a phone helpdesk situation for > instance). I believe Notes supports standard email protocols, so I > guess that would work. > > > 2. Is the OTRS web- based? Do the clients need to type a url to > > enter into > > the system? > > Yes. You can try a demo at <http://otrs.org/demo/>. > > Nils Breunese. >

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Retrieving emails from a POP3 account into a Windows Otrs system
by kirpi＠kirpi.it 16 Jul '07

16 Jul '07

I have problems in retrieving emails from a POP3 account into my local Windows Otrs system. After installing Otrs, my steps were: 1) I opened a gmail.com account for testing purposes, and enabled retrieving. 2) I set up the POP3 mask at http://localhost/otrs/index.pl?Action=AdminPOP3 by entering the three main fields (username, password, host), and leaving the other fields to their default values. A similar approach, if I'm not mistaken, enabled me to retrieve my emails from a gmail.com account into a Mozilla Thunderbird local install. That was plain and straightforward to set. But here in Otrs nothing seems to happen, and mails are not retrieved. I read and re-read many times the documentation[1] at http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-pop3 but somehow it is written for "expert" people and/or gives for granted a bunch of things that I cannot guess myself. I do not understand if points 7.2.2, 7.2.3, 7.2.4 are directly related with my effort or not, and in case they are, they are written in a language for "initiated" people. Also, cryptic sentences like "working SMTP configuration on the OTRS machine is required" or "use a cron job"[2] are spread all over that page. I guess, also, that the whole documentation is written for Linux. Does anybody, please, have a hint on what to do? Why can I retrieve my emails from a POP3 account in Mozilla Thunderbird and I cannot here in Otrs? Maybe there is some hidden command link for manual retrieving emails? That would be enough for me. What am I missing? My main concern is to make moves and issue commands that do not spoil the system. Is there an alternative step-by-step Otrs documentation (maybe a wiki) anywhere? Thank you! Luigi [1] Also searched the list, but with no luck. [2] "Cron" seems to be a program for scheduling tasks, but my visiting c:\OTRS\CRONw and reading all the available (many) files left me with added confusion in mind. I just need to have emails retrieved every some 5 minutes, simply; while that tool is more suitable for NASA projects. The more I read, the more I feel I lost my way into the wrong direction.

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SLAs
by Damien BASTIE 16 Jul '07

16 Jul '07

Hi, i'm trying to understand the SLA feature in OTRS 2.2.1. --> I've set a default queue where arrived all tickets with disabled escalation option --> I've define a Service called test-service --> I've add a new SLA attached to test-service with First Reponse to 5, Update Time to 30 and Solution Time to 120 and finally attached the service to a Customer But when i'm sending a mail with the Customer mail, there is no notification after 5 min, nothing happened..... I forgot something ? Damien BASTIE

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Upgrading Blues
by Shawn Beasley 16 Jul '07

16 Jul '07

Does anyone have a clue what this means? Software error: Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1395. I cannot see view my tickets. Other then this it seems to work :) --Shawn

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FAQ.dtl
by Emily Flynn 16 Jul '07

16 Jul '07

Hi, Could somebody please send me the FAQ.dtl? I have severely severely messed mine up and it's taking me forever to figure out what I did wrong. Thanking you! -Emily

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FW: [otrs] Text/plain vs text/HTML
by Arnold, Andrew 16 Jul '07

16 Jul '07

Hi, any ideas abou this please peoples. Ta ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 11 June 2007 14:26 To: User questions and discussions about OTRS.org Subject: [otrs] Text/plain vs text/HTML 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. _______________________________________________ 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/ 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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Ralf Träskman är inte på kontoret.
by ralf.traskman＠forlagssystem.se 16 Jul '07

16 Jul '07

Jag kommer inte att vara på kontoret från 2007-07-16 och kommer inte tillbaka förrän 2007-08-10. Hejsan Jag har semester, kommer att kolla mail, och är det akut så slå en pling på mobilen Ha det /ralf

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