July 2007 - otrs - OTRS mailing lists

Question about Stat module
by Kalaivani Mattern 16 Jul '07

16 Jul '07

Hi, I have just taken over the support in my company and trying to figure out how to read the statistics that is generated by the stat module 'Ticket State action overview'. Can someone tell me where I could look up all the 'state actions' mentioned in this statistics? My main concern: How do I interpret 'EmailCustomer' that is shown in the statitics? Does it contain the 'New Tickets' + 'FollowUp' or is just 'New Tickets'? in other words, does EmailCustomer mean the total no. of emails that came in, in that period, irrespective of whether they were new tickets or follow-ups to old tickets? Would be great if someone could help me out in interpreting the y-axis. Sorry if this is a totally dumb question but I just can't seem to find the answer in the docs. thanks and best regards, Vani

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Error with LDAP
by kekieres 16 Jul '07

16 Jul '07

Hi all, I've an OTRS that it's running without any problem. One of the features I'm really interested is in integrating OTRS customer users with an external LDAP directory. That's done and working. Now I'm trying to duplicate it in an another box with exactly the same configuration: Same OS. Same http versions and configuration files I've targz'ed /opt/otrs and copied it to the new box I've check that I've the same perl modules installed But it isn't working in the new box. I get the following error while trying to access https://localhost/otrs/index.pl: -------- ERROR served to the browser --------- Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 4. For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. ---------------------------------------------- My version are: OTRS --> 2.1.7 perl --> 5.8.5 Perl modules: Authen::SASL -- 2.10 Convert::ASN1 -- 0.21 Digest::HMAC -- 1.01 Digest::SHA1 -- 2.11 GSSAPI -- 0.24 Net::DNS -- 0.59 Net::IP -- 1.25 Net::LDAP -- 0.34 Perl -- 5.8.5 TimeDate -- ??? XML::Parser -- 2.34 Does anybody has an idea what it may be happening? Where could be the problem? Any help will be really apreciated. Thanks, Rafa.

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Conditionnal Answer
by Laurent Minost 16 Jul '07

16 Jul '07

Hi, I was wondering if it's possible to make some adaptive answers with OTRS. For example, we have 2 customers named UserA and UserB. When a user send us an email, we need to check one status ( a Free Field value, value of email adress field of the customer ... all types of things ). If this status is true or false or equal to a certain value then we act upon this. In my example, UserA didn't fill his Phone Number, so when we received a ticket from this UserA, we could add automatically to the answer generated by OTRS a little text telling him to fill his Phone Number on his Customer Frontend. If UserB didn't fill other information, another answer could be added ... etc. Is it possible please ? Thanks by advance for you answer. Laurent

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Two notification emails sent when changing ticket owner.
by Dan King 16 Jul '07

16 Jul '07

Does anyone know why two notification emails are sent when a ticket changes ownership? One email is standard and the body can be edited in the Notification area of the Admin section. The other is an email about a new note that must be typed up when changing ownership of a ticket. How do you disable this email about the new note? Having two emails sent everytime a ticket is assigned an owner is quite annoying. Thanks for any help offered. 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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LDAP and Active Directory
by Dan King 16 Jul '07

16 Jul '07

Hello list, I have recently setup OTRS and I am wondering how you might use this with Active Directory. Would it be the same configuration if I was configuring for LDAP? Also is there a way to setup the configuration through SysConfig or does it have to be manually done by editing the Config.pm file. 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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Type in OTRS
by Muhammad Toha Supriyadi 16 Jul '07

16 Jul '07

Dear All, I want to know how to use 'type' in OTRS. In the admin panel and then in the system section, there is a 'type', How can I use that. Thank You

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email
by Andrew Meyer 15 Jul '07

15 Jul '07

I am having some issues getting email out on time. Sometimes the email will not go out after answering a ticket for several hours. I'm not sure what I did wrong. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

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Attachments are cut off...
by Jeff Shepherd 14 Jul '07

14 Jul '07

I have OTRS v2.1.7 and anytime a customer or agent includes an attachment in the email it gets cut off by OTRS. So when customers send in logs, the logs are removed from the message (even when they're compressed using zip, tar, gz, etc.). We've had to setup a completely different email outside of OTRS to have customers send their attachments to because of this. They get to that address fine, so I know it's not the mail server removing the attachments. Additionally, when an Agent sends a customer an email with an attachment, it's cutoff and the customer never receives it. We have to upload it to our website for customers to download via HTTP or FTP. I've gone through 'sysconfig' and set the attachment limit to 50MB, set the max email size to 51200 KB (core::postmaster), and set the WebMaxFileUpload to 52428800. None of this seems to help and attachments are continuously removed/deleted/cutoff from customer messages. Is there something that I'm missing? Is there any other changes that I can try? Thanks!

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Just while I'm asking other questions... Auto Close?
by Shue, Daniel G. 13 Jul '07

13 Jul '07

Obviously, Auto Close is pretty self explanatory. But I tried one, the "pending auto close+" and once the pending time expired it showed pending "-21 min" and it did not close. Can some one give me a little more info on the pending auto close and the difference between "+" and "-"? Thanks, Daniel

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Changing the Customer View
by Jonathon 13 Jul '07

13 Jul '07

I have OTRS 2.2.1 and am using it for school district ticket management. I was wondering if there is an easy way to display the "Company Ticket" as "School Ticket"? Anyone have any ideas ?

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