July 2007 - otrs - OTRS mailing lists

Customer Authentication againist awbs database
by Ahmet YAZICI 10 Aug '07

10 Aug '07

Hello, I'm trying to integrate otrs with awbs (www.awbs.com ) customer database. I've manually edited Kernel/Config.pm and added following lines $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'users'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'username'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'password'; $Self->{'Customer::AuthModule::DB::CryptType'} = 'plain'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=awbs;host=10.0.0.2"; $Self->{'Customer::AuthModule::DB::User'} = "root"; $Self->{'Customer::AuthModule::DB::Password'} = "mypass"; and when i try to call customer.pl otrs says "Got no MainObject! at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 84." If I copy users table to otrs db and then disable DNS,User,Password (last 3 lines of my code) it works but when i try to login /var/log/messages says Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: sysmaster authentification ok (REMOTE_ADDR: 88.250.85.216). Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][Line:275]: Unknown column 'username' in 'field list', SQL: 'SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, username FROM customer_user WHERE LOWER(username) = LOWER('sysmaster')' Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][Line:275]: Unknown column 'username' in 'field list', SQL: 'SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, username FROM customer_user WHERE LOWER(username) = LOWER('sysmaster')' How can i solve these problems? Thanks

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HTML In Email Response
by Sanson, Rick 07 Aug '07

07 Aug '07

Hi! I am trying to find a way to add HTML into email responses/text entry and also the ability to paste graphics into an email response or note? Thank you!

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Re: [otrs] Sub categories in OTRS?
by Markus Uelzer 06 Aug '07

06 Aug '07

Would it be possible to have subqueues of subqueues? In the meaning a hirachry like "English tickets" -> "Product: XYZ" -> "Technical Support" ? Best regards, *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 29.07.07 13:42:08 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Sub categories in OTRS? Markus Uelzer wrote: > Currently it is planned to use OTRS in our helpline. We ordered a > managed server now, but there are still some things left which I am > unsure about. > > It is planned to have main queues for every language (we habe > support mail adresses for every language). Every language queue > will diveded in subqueues for each of our products. > > Now the thing is, we will have to do weekly reportings to our > Headquarters and they want even to know how many inquiries we > received for cxertain categories (like "General questions", > "Technical Problems", "Account Problems" ...) > What would be a good way to implement those categories also in > OTRS. Would there be the possibility to define such categories and > our agents can selct the proper category when they close the ticket? You could maybe create another level of queues or create special ticket types for the different problem categories. I have used neither, but I think it should be possible. 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/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

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Automatic BCC
by will 03 Aug '07

03 Aug '07

Hi. Is there a way to automatically BCC ticket replies to a certain address? Thanks, -william

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OTRS 2.2 on Windows 2003 Server error messages
by Jurgen de Wijs 02 Aug '07

02 Aug '07

We have installed OTRS 2.2.1 on a Windows 2003 server. After installation ww found that everthing was working except we receive the following error message in the windows event log: Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. The system seems to be working but from the error message I still think something is not quite right. Does someone have a suggestion? Best regards, Jurgen de Wijs

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Ticket-ordering by pending-time
by Alexander Scholler 02 Aug '07

02 Aug '07

Hi, I'm looking for a ticket-order in Queue-view or My-tickets-view that shows all pending tickets with ascending order of pending-time left. Is this possible (without code-modification)? I don't think so... Bye, Alex

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Notify agents if a ticket hasn't been modified/worked for a specified time
by Laurent Minost 01 Aug '07

01 Aug '07

Hi, I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ? I saw that a similar thing can be done through Generic Agent for creation date / pending date but not for "Last modified/action on" criteria ? Thanks by advance for your answer. Laurent

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RE: [otrs] Logo and Company Name
by Munawar Zeeshn 01 Aug '07

01 Aug '07

In the customer.pl , how can I change the LOGO and COMPANY NAME ?? -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:58 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin > Yes, I did the same thing. Out of my 8 users 2 of my users are getting > notifications by this way while others aren’t. While I am able to send > empty answers to the troubling 6 users... Well its v strange Seems very strange to me too, now I can't think about a reason for that... > Well can u tell me how can I set 24 hours as my ticket escalation time. It > inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows > somthng v high. That's the right way to set escalation time. I dont' clearly understand what you mean with "It grows somthng v high", however to see the ticket escalated, I think they should be unlocked, i.e. not assigned to any agent (not sure of that anyway) Sorry, but I don't use escalation in my environment > One more thing I also intends, that if a ticket is escalated, an email > notification gets to my boss.I cant c any such option like ticket > escalation > notification. It is there in the notifications but nowhere in the user > preferences. Maybe you should configure the GenericAgent for this, but it's not trivial I'm sorry I can't be much of help on this occasion Gabriele ---- Original Message ----- From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> To: "'Gabriele D'Andrea'" <gabriele.dandrea(a)ecohmedia.com> Sent: Saturday, July 21, 2007 2:37 PM Subject: RE: [otrs] EMail notificatin Yes, I did the same thing. Out of my 8 users 2 of my users are getting notifications by this way while others aren’t. While I am able to send empty answers to the troubling 6 users... Well its v strange Well can u tell me how can I set 24 hours as my ticket escalation time. It inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows somthng v high. One more thing I also intends, that if a ticket is escalated, an email notification gets to my boss.I cant c any such option like ticket escalation notification. It is there in the notifications but nowhere in the user preferences. These problems hanging me till yet.I am trying to find out any solution. See if u can help. Thanks a lot for ur cocern. -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:24 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin Queues are assigned to groups, so you must add the user to the group assigned to that queue. It's well explained in the documentation... ----- Original Message ----- From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> To: "'Gabriele D'Andrea'" <gabriele.dandrea(a)ecohmedia.com> Sent: Saturday, July 21, 2007 2:05 PM Subject: RE: [otrs] EMail notificatin > > Ok..tel me a thing.. > > How u uses to add some specific queue for an user?? > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Gabriele D'Andrea > Sent: Saturday, July 21, 2007 4:37 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] EMail notificatin > > Did you remember to insert the newly created users to the xyz queue, and > to > select the xyz queue into MyQueues for the new users? > > Gabriele > > ----- Original Message ----- > From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Sent: Saturday, July 21, 2007 1:28 PM > Subject: [otrs] EMail notificatin > > >> In order to sent emails notifications to each AGENT when a new ticket >> arrives, I have done this. >> >> I created a new queue e.g; xyz. In the Email addresses I added the email >> address xyx(a)xyz.com for QUEUE xyz. Then I created a user and a group abc. >> The group has only permission for XYZ queue, added tht user to that group >> and set the MY Queues of user as xyz. >> >> Now I created two users. Mail is sending quite normally to them, but when >> I >> added more users, thy are unable to receive the email while the first 2 >> users continuously receiving mail notifications when new tickets arrives. >> >> Mail notification is enabled for all users' preferences. >> >> Any one any idea or better way to do this thing ?? >> >> Thanks >> >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Munawar Zeeshn >> Sent: Friday, July 20, 2007 5:35 PM >> To: 'User questions and discussions about OTRS.org' >> Subject: [otrs] Escalation Notification >> >> For a user, I want to enable Escalation notification in the User >> preferences. But I can find it there; I think it has to be get enabled >> from >> Sysconfig. Can anyone guide? >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 >> 6:30 PM >> >> >> >> _______________________________________________ >> 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/ >> >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 >> 6:30 PM >> >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: >> 7/20/2007 >> 4:39 PM >> >> >> >> _______________________________________________ >> 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/ > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 > 4:39 PM > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 > 4:39 PM > > > > > > > > No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM

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Location of previous email message bodies.
by Dan King 01 Aug '07

01 Aug '07

Hi list, I really want to move the location of the previous emails message bodies so it will be located below the signature from the current email being sent to a customer. Does anyone know if there is a way to do this easily? 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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Modifiying agent queue view
by Ron Plasse 31 Jul '07

31 Jul '07

Hi All, 1. Is there a way to modify the agent queue view to display the owner of each ticket? 2. Is there a way to change the queue where the ticket is located, in the email and phone response screens? Thank you, Ron ------------------------------------------------------------------ Confidentiality Notice: This Informatix Incorporated email message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. Access to this email by anyone other than the intended addressee(s)is prohibited without prior approval. ------------------------------------------------------------------

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