August 2007 - otrs - OTRS mailing lists

E-mail attchments
by Niels Przybilla 28 Aug '07

28 Aug '07

Hello, When I receive e-mails in otrs, the attachments seem to be delete. How can I configure that I see attachments in otrs ? Mit freundlichen Grüßen Niels Przybilla Inhaber SF-Design ---------------------------------------------- Niels Przybilla SF-Design Unser Geschäft basiert auf Mund zu Mund Propaganda und Empfehlungen. Wenn Sie jemanden kennen, der unsere Dienste gebrauchen kann, teilen Sie uns dieses bitte mit. Wenn Sie einen bestimmten Service, egal ob privat oder geschäftlich brauchen, sprechen Sie uns an. Wir können Ihnen bestimmt einen unserer zuverlässigen Geschäftspartner empfehlen. SF-Design Przybilla & Bottereau GbR Kurfürstendamm 125a 10711 Berlin Tel: 030 - 89 00 67 16 Fax: 030 - 89 00 67 17 e-mail: np(a)sf-design.net http://www.sf-design.net

2 1

Multiple CustomerIDs drop down menus patch
by Laurent Minost 28 Aug '07

28 Aug '07

Hi everyone, For those of you who are using CustomerCompanySupport and managing more than two Customer Companies for each Customer User under OTRS, you will find attached to this mail a patch for OTRS 2.2.2 I made to get multiple drop down menus available through the AgentPanel / CustomerUser administration frontend. It allows Agents to manage in a more easily way Customers Companies for a specific Customer User (rather than using CIDa;CIDb;CIDc; in text boxes where Agent were needed to know each CID name). First, I advise OTRS community members to test this patch to check that everything is OK (Perl is not my favourite language). Second, if anyone have some little time, i would be glad to have your replies about improve/changes needed to this patch. Best regards, Laurent Minost

1 0

how to add new customer in OTRS
by Mihir Patel 28 Aug '07

28 Aug '07

Hello. I m one of your subscriber, i want to know how to add new customer in OTRS waiting for your positive reply Thanks and Regards Mihir patel

2 1

duplicate tickets after otrs.cleanup runs
by Jake 27 Aug '07

27 Aug '07

Hi, I've been searching the archives here and reading the documentation, haven't found answer to this problem yet. Everytime this job is run out of cron: 10 * * * * $HOME/bin/otrs.cleanup We have a lot of tickets that are already in otrs duplicated. We have commented out that cron job for now, but I'm trying to determine 1) why the duplicates and 2) is this job really needed? The otrs.cleanup job makes a call to Postmaster.pl, and it runs through our otrs/var/spool directory for emails to cleanup. The output from otrs.cleanuplooks like this: Checking otrs spool dir... Starting otrs PostMaster... (/opt/otrs//var/spool/1) failed. Starting otrs PostMaster... (/opt/otrs//var/spool/10) (remove email) done. Starting otrs PostMaster... (/opt/otrs//var/spool/100) (remove email) done. Starting otrs PostMaster... (/opt/otrs//var/spool/101) (remove email) done. Starting otrs PostMaster... (/opt/otrs//var/spool/102) (remove email) done. Nothing really conclusive to me there. Any ideas on why we might be getting the duplicate tickets when this runs? Thanks!

3 3

Configuration Items
by Ernesto Silva 27 Aug '07

27 Aug '07

Hi, I'm evaluation OTRS + ITSM and this may be a very stupid question, but still... How can I add an new Configuration Item like a computer, software, etc.? Tranks, -- Ernesto Silva. Coordinador de Desarrollo Web y Sistemas Abiertos Centro de Procesamiento de Datos Universidad ORT Uruguay. E-mail: silva(a)ort.edu.uy Tel: (+598-2) 902-1505 ext. 206 Fax: (+598-2) 900-2952

2 2

Stats of response per user and hour
by Gustavo Azambuja 27 Aug '07

27 Aug '07

Guys, i post a script for generate graphs with: Day: 08/27/2007 USER - 8h 9h 10h 11h 12h 13h .... User_1 - 3 12 13 7 5 14 User_2 - 8 10 21 12 9 10 this number is total of mails sent with system. This one form to know the yield by user/hour The post (in spanish and portugues): http://gazambuja.ideas3.com/2007/08/24/graficas-de-rendimiento-en-otrs/ Any help to do better, please mail me. -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com

1 0

http address in OTRS emails
by Andrew Meyer 27 Aug '07

27 Aug '07

Hi, I am trying to change the http://yourhost.example.com address in the Notification emails but can't seem to find out where it is. Could someone please help me? Andrew Meyer Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

2 1

enable debug logging?
by Keith G Holub 27 Aug '07

27 Aug '07

I'd like to enable debug logging. How is this done? I do not see an option for it under Core::Log/ Thanks, Keith -- Keith Holub NOAA/OAR/ESRL Boulder NOC work: 303 497 6774 keith.g.holub(a)noaa.gov cell: 720 308 3379

1 0

Subject in FollowUp
by Edward Kovarski 27 Aug '07

27 Aug '07

Has anyone noticed that subjects on FollowUps in the v2.2.2 are somewhat mangled? For example, the subject on many of our followups appear as, [Ticket#2007082510000051] [Ticket#20070825 [...] Is this by design? Essentially it looks like it inserts the Ticket# and then the default twenty characters of the original subject which happen to be the ticket number as well. I've started digging through the source to see whether I can change it, as I've just started evaluating it, but I was wondering if someone else ran across this as well and adjusted it to be more pleasant such as "[Ticket#....] Subject". Oddly enough, when the ticket owner gets notified of the followup the subject is properly parsed without the extra ticket number. Ed

2 1

a few questions about customizing auto-reply and ticket status
by Martin Hamant 27 Aug '07

27 Aug '07

Hi ! I am testing OTRS to see if it can be suitable for our needs. 1) About Auto-reply feature: I have set defaults auto-reply messages (follow-up, reply ...) but I can't make the "reject" one to work. If a customer reply by email to a closed ticked, it just reopen it. What I am expecting for in that case is rejecting with the messages: "Your previous ticket is closed. -- Your follow up has been rejected. -- Please create a new ticket. Your OTRS Team" whether than reopen it ! What am I doing wrong ? 2) Subject on customer follow-up and available variables - On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ? - On customer follow-up, <OTRS_CUSTOMER_SUBJECT[20]> becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_* Thank you !! -- Martin

2 4