August 2007 - otrs - OTRS mailing lists

How to set permissions on queues
by Andrej Šimko 30 Aug '07

30 Aug '07

Hello list! I need to setup permissions for Customer Users to view only queues on which this user has permissions. For example when a Customer login to the interface and want to write a new ticket in the drop down menu to whom is he writing can see all off my queues, and I need to seperate this for only queues on which he has permissions. Is it possible? If yes where can I setup this? Thank you very much Andy

1 0

Force state for new tickets
by Dummy cerberus 30 Aug '07

30 Aug '07

Hello, I want to force new tickets (phone and e-mail) to have "open" state when created... I have tried with the following at Config.pm: $Self->{'Ticket::PhoneDefaultNextStateType'}=['open']; $Self->{'Ticket::EmailDefaultNextStateType'}=['open']; Then I restart httpd, but when an agent creates a new phone ticket or an e-mail one, the list allows him to assign many other states: open, closed, pending, and so on... What am I doing wrong? Thanks and best regards

2 3

limit the size of attachment file
by Muhammad Toha Supriyadi 30 Aug '07

30 Aug '07

Dear all, Where do I can find the configuration to set the limit of the size of attachment file? Thank you -toha-

2 1

Customer notification
by Paul Chumak 30 Aug '07

30 Aug '07

Hi, How can we switch on sending of new note or close ticket notification to the customer? Thanks and Regards -- Paul

1 0

no mail when a new ticket is created
by Koning, Rene 30 Aug '07

30 Aug '07

Hello, I've made some new queues (for example 'hardware problems') and new groups ('intern users' and 'extern users') When I connect the queue 'hardware problems' to the group 'intern users' I don't get an emailnotification when a new ticket is created. If the ticketstate is changed, ticket is moved,.. I do get an emailnotification. If I connect the queue 'hardware problems' to the standardgroup 'users' I do get an emailnotification when a new ticket is created... What have I done wrong, missing a parameter somewhere?? Greetings, Rene Koning

1 0

SMTP in OTRS 2.2
by MduPlessis＠royal-canin.co.za 29 Aug '07

29 Aug '07

Hi all, I have setup OTRS on our network. We have an SMTP server here and I would like to get the email feature of OTRS working here. But I only see a POP3 tab. Can you use OYRS with an SMTP sevrer? Your response will be greatly appreciated. Thanks in advance! Regards, Mark du Plessis IT Support Engineer South Africa | Office: +2711 801 5000 | Fax: +2786 695 7458 | Mobile: +2772 771 3019 | Email: mduplessis(a)royal-canin.co.za Disclaimer Notice This message contains privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from any computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message.

2 1

SMIME email signing problems in OTRS
by Kostas Katsamakas 29 Aug '07

29 Aug '07

I have been testing OTRS 2.1.5 in a gentoo linux installation with Apache2. There is a problem regarding signing outgoing emails. I have enabled SMIME from 'Sysconfig' and i have also added my personal certificate in OTRS. From 'Queue Management' i have set in a queue the paramater 'Systemaddress' to be my email address and as 'Default Sign Key' the key from the listbox 'SMIME-Detached: 4beffde1 aaa(a)mymail.com' When i create a new Email-Ticket i select the above queue as the 'From' field. In the field sign is also the above key i mentioned. So everything seems ok and i send the email, but when i receive it, it has an empty body and only its headers are ok. I should clarify that i receive the email from an email client (Thunderbird and Outlook express). Could someone help me with this? Am i doing something wrong? Thank you in advance.

1 0

Edit Subject in workorder
by Scott Plough 29 Aug '07

29 Aug '07

Is there a way an agent can edit the subject of a workorder after it is entered. Thanks Scott

3 2

edit ticket
by Peter Hoogkamer 28 Aug '07

28 Aug '07

Hello, Is it possible to edit a ticket after it has been sent. So I make a ticket and place it in a queue. After that I would like to edit the content of the ticket. Say the text within this ticket. Is this possible or should I make a new note within the ticket? Peter

2 1

pop3 problems
by Florus Both 28 Aug '07

28 Aug '07

Hope someone can help with the following pop3 problems: When I started pop3 downloads using PostMasterPOP3.pl, I get the following error: Notice: PostMasterPOP3.pl is already running (use '-f 1' if you want to start it forced)! I tried the suggestions found on the maillist (-f option, delete from process_id), but nothing helped. When I use -f 1 it actually downloads the same message again thus creating a new ticket for the same email. But for that email I get another error too: Wide character in subroutine entry at (eval 81) line 1. Notice: PostMasterPOP3.pl is already running but is starting again! Anyone any hints on how to proceed? (OTRS 2.2.2, ITSM 1.0.2, FreeBSD 6.2, Mysql 5.0) Thanks! /florus

2 3