July 2007 - otrs - OTRS mailing lists

POP3 pickups not working
by Roberto Moreno 04 Jul '07

04 Jul '07

Did you find the solution to this i am having the same problem?

1 0

Configure GenericAgent to set Watcher/Responsible
by Gabriele D'Andrea 04 Jul '07

04 Jul '07

I need to automatically set the Responsible for specific tickets, and set some agents as Watchers as well. I enabled Responsible and Ticket Watcher features, and I'm trying to configure the Generic Agent, but don't know where to look for. I mean: I know how to enable and configure Generic Agent, either in the Admin Area or configuring the GenericAgent.pm file, but I ignore the specific parameters related to Ticket Watcher and Responsible Can somebody help? -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose

2 2

State of OTRS 2.2 translations
by Martin Edenhofer 04 Jul '07

04 Jul '07

Hi all, a long time is over and we are at the end of the OTRS 2.2 beta time line. So it's time to send the current OTRS translation state to you to show where help for OTRS is needed. :) Most of the translation files needed to be updated. Here is the current state: ar_SA 64.52% -> need to be updated bg 99.01% -> need to be updated cz 59.61% -> need to be updated da 87.55% -> need to be updated de 100.00% -> finished! el 78.23% -> need to be updated es 87.24% -> need to be updated fa 79.95% -> need to be updated fi 49.28% -> need to be updated fr 76.46% -> need to be updated hu 66.29% -> need to be updated it 75.25% -> need to be updated nb_NO 80.71% -> need to be updated nl 70.77% -> need to be updated pl 59.38% -> need to be updated pt 79.12% -> need to be updated pt_BR 90.13% -> need to be updated ru 66.89% -> need to be updated sk_SK 59.53% -> need to be updated sv 57.96% -> need to be updated zh_CN 76.92% -> need to be updated It would be very nice if you could help to updated your language (just send it back to me :) )! The current files can be found in the latest beta release under http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/Language/ PS: A daily new list can be found at http://users.otrs.com/~me/i18n/ Many thanks for all your help! :-) -Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

2 1

Otrs plug-ins
by frederic.fraudeau＠fr.schneider-electric.com 03 Jul '07

03 Jul '07

Dear all, Sorry to ask a question that has for sure been already addressed but, I didn't find any answer :-) We use in our company the otrs system since 3 years, but we never take time to customize it. But now it is requested by the team by our development knowledge are limited. So Does it exist somewhere few "plug-ins" to customize OTRS in an other way than manually ? Because, i'm looking for few thinks like : - When you log on, i would like to have on the first page, a summary of tickets opened, ticket still in "root" mode, ticket pending, etc... - Have the possibility to change the order of the tickets when you open a customer queue like do a order by date instead of severity etc... Did someone develop this already ? Regards, Fred.

2 1

changing the Ticket::Hook:
by Randy Rodriguez 03 Jul '07

03 Jul '07

I would like to change the Ticket::Hook: from the default Ticket# since we are interacting with another company who also uses OTRS and it has caused some issues. What would happen to the existing open tickets if I were to make the change? Or does anybody have a procedure to make the change while tickets are still open? Thanks in advance - Randy ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/

2 1

Suse Enterprise 10.0
by Partington, Eric 03 Jul '07

03 Jul '07

Has anyone installed OTRS (2.2) on suse enterprise 10.0? I am trying to decide if I can use the same package repositories that I have used for opensuse 10.2 to install OTRS from. So far haven't seen anything to suggest I can not use it but any feeback would be appreciated. Thanks, Eric Partington _______________________________________________________________________ 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.

1 0

URL changes
by Greg Evans 03 Jul '07

03 Jul '07

Thank you to everyone that got me on the right track! I'm almost to where i want to be now but I am stuck again! My redirect command is not working. When i enter my default address "like www.example.com" the only screen i get is "IT works!" I have to enter www.example.com/otrs/index.pl to get to the agent login screen. This isn't a huge deal, but i want when i enter www.example.com for the agent login screen to work. my HTTPd file looks like this. LoadModule perl_module modules/mod_perl.so LoadModule alias_module modules/mod_alias.so Include "C:/OTRS/otrs/scripts/apache2-httpd-new.include.conf" Redirect / /otrs/index.pl What is my simple mind doing wrong?! Thank you again for your support! _________________________________________________________________ http://liveearth.msn.com

1 0

Disable ticket lock?
by Gabriele D'Andrea 03 Jul '07

03 Jul '07

Hi, is it possible to prevent agents from locking a ticket? my company's policy is to let ticket in the queue, in order to be visible to every agent, they don't want agent to lock tickets -- Gabriele D'Andrea

1 0

How to filter incoming mail looking for ticket number in the body of a message
by Gabriele D'Andrea 03 Jul '07

03 Jul '07

Hi there, I need help to address a new situation Generally, every mail containing a ticket number in the subject, is automatically considered as a follow-up for the referenced ticket. We have a particulare situation: for some kind of tickets, we receive automatic notifications from a partner of ours, which we would like to include in the ticket history. The problem is that mails do not contain the ticket number in the subject, but in the body, and this behaviour is not customizable. So, we would like to do something like this: every mail arrived from the partner's address, must be considered a follow-up of the ticket stated in the body. Any idea on how to approach this? Where to look for? Thank you for any suggestion -- Gabriele D'Andrea

3 3

Re: [otrs] Software error
by Gerhard Weber 02 Jul '07

02 Jul '07

Hi, > > You can try extending @INC. add the line: > > unshift @INC, "/{insertFullPathHere}/Kernel/cpan-lib/Net/DNS/"; > > to index.pl, this way you will search that directory first while using > > index.pl. Would that do what you need? Hope this helps. > Too bad, the original error > "Modification of a read-only value attempted at /usr/lib/perl5/ site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47." > still points to the use of the system-wide module .... I think unshift'ing is the right way, but you have to pass the "basic" path for your module. Something like this in index.pl: unshift @INC, "$Bin/../../Kernel/cpan-lib"); # without "Net/DNS/" push (@INC, "$Bin/../.."); # no more need to push $Bin/../../Kernel/cpan-lib and then directly after that log the versions: use Net::DNS::Question; warn "Net::DNS::Question: $Net::DNS::Question::VERSION\n"; warn "Net::DNS::Resolver::Base: $Net::DNS::Resolver::Base::VERSION\n"; that should give you 610 versions from cpan. Another thing just crossed my mind: since I'm working on a non-production system (just testing), I don't know for sure if these versions are working. Maybe someone else can test for her/his versions? perl -MNet::DNS::Question -e 'print "v=$Net::DNS::Question::VERSION\n";' and perl -MNet::DNS::Question -e 'print "v=$Net::DNS::Resolver::Base::VERSION\n";' prints the version on a shell Greetings, Gerhard

3 2