July 2007 - otrs - OTRS mailing lists

Ticket creation by mail with specific X-OTRS headers
by Laurent Minost 30 Jul '07

30 Jul '07

Hi, Checked on Google and OTRS mailing list archives for an answer to this question but can"t find one. I'm currently on the process of migrating to OTRS for a specific platform and in this way I was asked to restore back on OTRS all of our old Double Choco Latte tickets data so we wil have all historical tickets accessible through OTRS. For the moment, I run into creating data in OTRS by sending custom mails containing old data and so let it create all necessaries entries by itself, so I'm using a lot all of these useful X-OTRS-* Headers BUT I wonder : - is there any "hidden"/undocumented headers like X-OTRS-TicketID or X-OTRS-EmailDate ? It would help a lot because we need to keep Ticket Numbers the same between old and new ticketing system and for dates it would be better if we can keep original creation/modification/resolution dates from original emails. - does anyone see a better way to integrate back all of these datas into OTRS ? Thanks by advance for your answers. Best regards, Laurent

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re-opening tickets
by pri pri 30 Jul '07

30 Jul '07

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Evaluating new escalation-mechanism of v2.2
by Alexander Scholler 30 Jul '07

30 Jul '07

Hi, I'm evaluating the new escalation-mechanismn of v2.2, especially the new escalation * response time * update time * solution time An can't find any documentation on these times. What does each time means exactly? Can anybody help me? Bye, Alex

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Re: [otrs] Evaluating new escalation-mechanism of v2.2
by Jeroen Prinse 30 Jul '07

30 Jul '07

Alex, I'm not sure, but I guess with a bit of logic you can figure it out too. Response time: Time till the customer needs to get a response Let's say an agent should give a response to a customer within 2 hours after ticket creation. Something like thanks for your request we will help you within the next 24 hours. Update time: Time till the customer needs to get an update After the first response a customer should be kept informed about the latest developments of his request. So you may want to cofigure that after the first response a customer should be updated within 12 hours. Solution time: Time till the ticket needs to be closed Pretty self explanatory. Kind Regards, Jeroen Prinse. >>> alexander.scholler(a)augsburg.de 7/30/2007 01:21:26 PM >>> Hi, I'm evaluating the new escalation-mechanismn of v2.2, especially the new escalation * response time * update time * solution time An can't find any documentation on these times. What does each time means exactly? Can anybody help me? Bye, Alex _______________________________________________ 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/

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PostmasterPOP3 error: Can't use string ("mail") as an ARRAY
by Jeroen Prinse 30 Jul '07

30 Jul '07

Dear list, Maybe someone knows the answer to my problem. The situation: OS: CentOS OTRS: Version 2.2.1 + ITSM 1.0.1 The postmaster account is setup succesfully and username and password is working. Manually running the postmasterpop3 (./PostmasterPOP.pl) gives the following error: "Can't use string ("mail") as an ARRAY ref while "strict refs" in use at /opt/otrs/Kernel/System/CustomerUser/LDAP.pm line 240, <DATA> line 225." Couldn't find anything wrong in LDAP.pm Please help me out :) Kind Regards, Jeroen Prinse.

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change colors for ticket priority
by Gabriele D'Andrea 30 Jul '07

30 Jul '07

Hello, how do I change the default colours for highlighting tickets based on priority? i.e. Tickets with high priority are showed in red, where do I link colors and priorities? -- Gabriele D'Andrea

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PostMasterPOP3 error
by Jonathan Sartin 30 Jul '07

30 Jul '07

All, we're seeing frequent occurrences of the following error (sent to the cron email address): ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Sun Jul 29 11:57:02 2007 Message: Need User or UserID! Traceback (28211): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /usr/share/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 OTRS 2.2.1, debian etch. Customer user data is sourced from a separate database - not sure if this is relevant. Would appreciate any suggestions. At this point, I don't even know which point in the ticket work flow is triggering these errors. Thanks in advance. .... Jonathan.

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looking for new ticket trigger
by Yael Naveh 30 Jul '07

30 Jul '07

Dear List, I'm trying to integrate one of our systems with OTRS, I need to execute a specific code on new ticket opening. Is there any way to do so without digging into OTRS source code? Thank you for your attention, Yael Naveh

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system performance
by Yael Naveh 30 Jul '07

30 Jul '07

Dear list, I am testing version 2.16. I have now 1600 open tickets in one queue and the OTRS more or less stop responding, every request takes ages to complete, etc. Is it normal? Does anybody has performance information? What is the system limitation? If I want to close all open tickets, is there a way to select all for bulk action? Many thanks, Yael Naveh

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RE: [otrs] Problems getting OTRS to fetch from POP3
by Matthew Joyce 29 Jul '07

29 Jul '07

I think you can increase dubug by adding the following the directive to your config and restarting apache. $Self->{'Debug'} = 0; You can run otrs/bin/PostMasterPOP3.pm to force a pop3 pickup. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Thomas Kristensen > Sent: Sunday, 29 July 2007 8:12 AM > To: otrs(a)otrs.org > Subject: [otrs] Problems getting OTRS to fetch from POP3 > > Hello guys > > Iam new to this OTRS but i looks nice and is what i need to > handle my support email. But i got this problem, i cant the > pop3 fetching to work. > I get this error: > > [Sun Jul 29 00:02:36 2007][Error][main::FetchMail][162] Auth > for user support2@cs-hosting.dk@mail.cs-hosting.dk failed! > > And i know the password and username is the right ones > because i an login from the web mail with that same data i gave OTRS. > Is there a way to enable some more debug, maybe the error > messge from the POP3 says that i cant login ? > > -- > > Hilsen Thomas Kristensen > CS-Hosting > > _______________________________________________ > 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/ >

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