July 2007 - otrs - OTRS mailing lists

PostMasterPOP3 cron job
by Dan King 26 Jul '07

26 Jul '07

I am having an issue with OTRS. I installed version 2.2 and since than my cron job running PostMasterPOP3.pl won't run automatically although I can run it manually using the command # perl PostMasterPOP3.pl I am receiving the following error in my log file [Thu Jul 26 15:57:02 2007][Error][Kernel::System::DB::new][173] ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. I had this successfully working before but now I am not having any luck. Does anyone know a solution to my problem? As a side note I am using an Oracle backend on a Sun Solaris 9 server. Everything seems to be functional within OTRS except the cronjob. 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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Admin-Area for agents not in admin group
by Gerhard Weber 26 Jul '07

26 Jul '07

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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How to setup "Watched Tickets" icon?
by Agim Cami 26 Jul '07

26 Jul '07

On the DEMO of OTRS (http://demo.otrs.org/otrs/index.pl) the icon "Watched Tickets" is on the screen. I find it very useful. On my test bed of OTRS 2.2.1 this icon is not present. My question is : is any possibility to add this function? Thanks!

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using postmaster filters
by pri pri 26 Jul '07

26 Jul '07

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Re: [otrs] how do i add a new category in faq v1.2.4?
by Mike Conigliaro 26 Jul '07

26 Jul '07

here's a potential solution i received from michael holland (mholland(a)Monitronics.com) i haven't tried it yet, but i figured id post it to the list in case it might help someone else: "I just solved it. I gave myself full access. Logged out and logged in as localhost. Then logged back out, and back in as myself. Now I have Categories." Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com Aaron Davidson wrote: > Hi Mike, we're using OTRS v2.2.1 and have only just installed the faq module > and we are seeing exactly this issue. > > Did anyone manage to get back to you with an answer as to how you add in new > categories? > > >> thanks, but i already did that. maybe im not looking in the right place. > should i be seeing a separate >> icon for category management or something? im able to access the form to > create a new article, but it >> just complains that no categories exist. >> >> Mike Conigliaro >> ProActive Technologies >> [EMAIL PROTECTED] >> 203.239.0440 ext:317 >> www.getproactivenow.com > > > > > Best regards, > > Aaron Davidson > SimWorks International Limited > > Ph. +649 296 6290 > Fax. +649 296 6295 > Mob. +6421 557 600 > Skype. aldsimworks

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Qeues by email address
by Yael Naveh 26 Jul '07

26 Jul '07

Dear list, Is it possible to sort incoming messages into the right queue according to the FROM field rather than the TO field. This way I want need to assign many email addresses to my OTRS system. Thanks you all, Yael.

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genericagent not found
by Peter Hoogkamer 26 Jul '07

26 Jul '07

Hello, I found in my otrs.log the following error: [Thu Jul 26 09:20:01 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! The GenericAgent.pl module is present in the bin directory, but can't be found by otrs. I am using version 2.2.1 on a Server 2003 system. Can somebody tell me how to solve this? Thanks, Peter Hoogkamer

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Customer notifications
by Mike Clayton 26 Jul '07

26 Jul '07

Is there a way to have notes that are added to a ticket by an agent sent to the customer?

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Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
by otrs user 25 Jul '07

25 Jul '07

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 Cheers, -- Charlie Bronson ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC

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movement of Freetext-field
by Alexander Scholler 25 Jul '07

25 Jul '07

Hi, the otrs::itsm-documentation says that freetext-field 3-6 & 13-16 may not be in use if you install otrs::itsm, because they are used through otrs::itsm. So, if you have them in use, how do you move these fields to other fields. I just don't know. I could imagine to make DB-manipulations with updates on the table ticket (and to ensure data-consistence) on ticket_history, but GenericAgent would be the clearer way. Any ideas? Bye, Alex

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