July 2007 - otrs - OTRS mailing lists

Sub categories in OTRS?
by Markus Uelzer 29 Jul '07

29 Jul '07

Dear all, 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? Many thanks in advance!

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Problems getting OTRS to fetch from POP3
by Thomas Kristensen 28 Jul '07

28 Jul '07

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

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Problems getting OTRS to fetch from POP3
by Thomas Kristensen 28 Jul '07

28 Jul '07

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

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Informix as DB backend
by Roland 28 Jul '07

28 Jul '07

Hi! Does anyone already have successfully used Informix as additional database backend for CustomerUser? I only receive "Got no MainObject! at .../Kernel/System/DB.pm line 84." when activating dbi:Informix. Querying the database with a short Perlscript succeeds. Thanks, Roland

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Custom stats / report?
by Mike Dent 28 Jul '07

28 Jul '07

Hi, is it possible to generate a report which will sum the hours (or time units) spent on each customer in the last month? Or between a start and end date? I'd like to use this for accounting purposes to know how much to bill customers each month. Or maybe there is a better way of doing it? Sage is the accounting program that will be used. thanks Mike

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Missing 2.2.1 admin-area links
by STENT, Aaran 27 Jul '07

27 Jul '07

Hi, I am still having trouble locating the SLA, Type and Service links. They are not showing up in the admin-area I have been looking through the directory at otrs/Kernel/Config/Files but cant see where these are added. The disappeared after I upgraded my data and config from 2.1 to 2.2. The SLA and Type Combo boxes are displayed when I create a new ticket. Can anyone explain where or how the links are configured. I have found some of them using sysconfig (Frontend::Admin::ModuleRegistration) Thanks, Aaran Stent National IT Manager Healthe Care Australia mobile: +61 439 785 963 phone: +61 3 9061 9092 fax: +61 3 9277 7291 em: aaran.stent(a)healthecare.com.au _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

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Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
by otrs user 27 Jul '07

27 Jul '07

----- Original Message ---- From: otrs user <otrs_user_221(a)yahoo.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, July 25, 2007 9:44:44 AM Subject: Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1 Hi, Has any one any idea why one agent's follow up notifications are never being sent to that agent, but instead are sent to three unrelated agents? All other agent's work just fine. OTRS 2.2.1 on Centos 3.8, datastore is MySQL 5.0 ------------------------------------------------------------------------------------------------------------------- I guess not ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7

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RE: RE: [otrs] Admin-Area for agents not in admin group
by Gerhard Weber 27 Jul '07

27 Jul '07

Hi Andy, > In sysconfig there are some settings where you can show buttons based on > group membership. That shouldn't be the default so I wonder if you > changed something, or created a custom group? I did not create a custom group. And you'r right, I checked out a clean install and there those buttons are not there. Any idea which settings are responsible? I'm using 2.2.1 by the way. gerhard -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerhard Weber Sent: Thursday, July 26, 2007 10:50 AM To: otrs(a)otrs.org Subject: [otrs] Admin-Area for agents not in admin group Hi, I noticed that an agent who is not in the admin group gets the complete Admin-Area block when clicking on Company (Action=AdminCustomerCompany) or Customer (Action=AdminCustomerUser). The Admin-Area includes all the admin links for "Users & Groups & Roles", "Queue & Responses", "System" and "Misc". The agent is only in the user group with all rights (ro, move_into, create, owner, priority, rw). The agent is not allowed to actally perform any of the Actions in the Admin-Area ("No Permission to use this frontend module!"), but the links are there. Is this a bug? Or a feature? Can I get rid of this by some Config option or else? Thanks, gerhard

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uarr / darr for StatusView columns
by Nils Breunese (Lemonbit) 27 Jul '07

27 Jul '07

Hello, We have just upgraded from 2.1.7 to 2.2.1 on CentOS 4 (using the Fedora Core 1-3 RPM, which has always worked just fine). After running the database upgrade script all seems to be working fine. There is one strange thing though: in StatusView there should up and down arrows for every column to be able to sort, but instead of the arrows we see ↑ and ↓. Looking at the page source I see &uarr; which of course isn't going to work. Should be ↑ I guess. Anyone else seeing this? Nils Breunese.

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Email ticket issue
by Matthew Joyce 27 Jul '07

27 Jul '07

Hi, I have v2.2 running and I thought I had it working, however during my tests I've found something odd. Logged in as an agent, I click 'Email Ticket' If I enter a partial login name in the TO field, and search, it displays a dropdown of matching users full names. If I select and take one, it places the full name in the TO field and say it's invalid. Presumably because it's not a email addy. Why does it insert the full name (which maybe a Display Name from LDAP sync), and not the email address? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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