September 2007 - otrs - OTRS mailing lists

get email address from email Body and add as ContactID
by * ProfitGrabber Support* 11 Sep '07

11 Sep '07

We have customers submit questions to a form on our website. These submissions get emailed to the email account (POP3) that OTRS pulls in. Since these emails are from the form, they get the forms email address marked as the ContactID. The customers email address is in the body of the email, as it is one of the form fields. How can we set up OTRS to parse the emailaddress out of the body and assign it as X-OTRS-CustomerNo . Can this be done? Barry Keyles Lead ProfitGrabber Support Turn-Key Systems 480.598.2030

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New Ticket Verification
by dohboy 11 Sep '07

11 Sep '07

Hello, I am having an issue where I receive a large number of phony support requests on my incoming otrs email address. I don't want to call them 'spam' but a legitimate customer seems to abuse the system by forwarding and duplicating issues many many many times. It takes a large amount of support time to sift through all the tickets and determine if they are legitimate new issues or just "spammed" old issues or duplicates of the same issue. The customer seems to ignore our auto-replies, and our polite requests to not abuse the ticket email system. What I would like to do is have the ticket not actually appear in the work queues until that customer receives his ticket number from us and confirms that its a legitimate issue by clicking an embedded link or something. I was considering setting the incoming emails into a holding-queue that nobody would look at, and would be auto-closed by a generic-agent after 24 hours. The auto-response would inform the customer that they need to verify their support request by replying to -that- email.. then a generic agent could move the ticket into the work queue. Does this seem like a reasonable idea, or maybe there is an easier/friendlier way to do this? Thanks

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How? Show 'create_time' from customer_user table in admin interface?
by s taylor 11 Sep '07

11 Sep '07

Hello. How to show in the 'Customer' in admin interface, the 'create_time' field from customer_user table? I know that adding that field in 'Map' in Config.pm creates a 'Column...specified twice' error when trying to create a new account, even though it appears to work since that field does show up in that interface. Is there another way to do it without hardcoding it in the dtl file? It would be nice to see when a customer's account was created when in the admin interface instead of having to look in the database. Not sure if this feature is in the latest version. Thanks.

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Changing User Info...
by Jeff Shepherd 10 Sep '07

10 Sep '07

Hello, This is an odd request, but since I updated to 2.2.2, I don't have any ability to change any user information through the web interface because they do not show up (bug 2100). I have to add and delete a few users and since I can't do this through the web interface is there a way that I can do this from the command line or MySQL that anyone is aware of? Thanks! -Jeff

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Need help with customer interface and ticket placing
by Mujtaba Karim 10 Sep '07

10 Sep '07

Hi all, Some issue in OTRS I have configured OTRS and it seems to work fine however two options I cant find I am sure these are small things but I wish some one can help me with it 1 when ever a ticket comes in to otrs the latest ticket is displayed at the bottom of the page is there a way so that any ticket which comes in is displayed at the top of the page 2 In customer.pl once logged in is there a way to modify search parameters with specified queue 3 There is this issue in customer ticket view that all the correspondence comes in tree view and not listed down so I can view all the history of ticket in one Like this is what I get what is required is to modify this so I can view them all in one go Zoom Ticket#: 200709101096 Age: 2 hours 51 minutes 4 Print <http://otrs.pixsense.com/otrs/customer.pl?Action=CustomerTicketPrint&Ticket ID=141> Created: 09/10/2007 11:13:43 5 |-->customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=396> (webrequest) 09/10/2007 11:13:43 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=397> (email-external) 09/10/2007 11:13:43 |-->customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=398> (webrequest) 09/10/2007 11:15:04 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=399> (email-external) 09/10/2007 11:15:04 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=400> (email-notification-ext) 09/10/2007 11:15:05 |-->agent <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=401> (note-external) 09/10/2007 11:16:58 |-->agent <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=402> (note-external) 09/10/2007 11:18:49 |-->customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=403> (email-external) 09/10/2007 11:36:02 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=404> (email-external) 09/10/2007 11:36:02 |-->>>customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=405> (webrequest) 09/10/2007 11:38:44 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=406> (email-external) 09/10/2007 11:38:44 6 Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

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SMTP authentication failed
by Maciej Łoszajc 10 Sep '07

10 Sep '07

Hello guys, It's regarding OTRS 2.2.1: When I want to reply to a ticket I'm getting message: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Sep 10 13:50:18 2007 Message: SMTP authentication failed! Enable debug for more info! Traceback (2700): Module: Kernel::System::Email::SMTP::Send (v1.12) Line: 75 Module: Kernel::System::Email::Send (v1.28) Line: 490 Module: Kernel::System::Ticket::Article::ArticleSend (v1.142) Line: 1596 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 The problem is, that username and password are correct - system is downloading messages from this account and putting them into queues. I just can't reply, also notifications are not sent. How can I enable this so called "debug" ? Any help would be appreaciated. Thanks, Best regards, Maciej Łoszajc IT Administrator www.faberpolska.pl

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Quoted Response
by Edward Kovarski 10 Sep '07

10 Sep '07

Has anyone else noticed that when you "compose an answer" while viewing an agent (email external) entry that the system wrongly pre- populates the "wrote" part, For example, I am viewing the last email we sent to a ticket - agent (email external) - and when I hit "Compose an Answer" which uses an empty/ blank template the pre-populated message shows as, Username <user(a)email.dom> wrote: <the message we wrote to the customer follows> Instead of the more appropriate, OTRS <otrs(a)our.dom> wrote: It is a minor cosmetic issue but can lead to confusion with the end- user as they will think they wrote the wrongly attributed message. Ed

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Massmerge with GenericAgent?
by Kaiser, Hans 10 Sep '07

10 Sep '07

Hello, is it possible to define a Massmerge by the GenericAgent? If so, how? I am running otrs 2.04 ubuntu dapper default setup. regards

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windows installation mysql fix
by Andrea Consadori 08 Sep '07

08 Sep '07

REF: http://www.consadori.com/?q=node/143 i read some mail that describe how to change mysql database in order to fix the perl error.... i wrote a little howto because i see that miss some step If you install otrs-2.2.2-001-win32.exe after 10-20 minutes you start to have this error message: Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. So, to fix it: 1- backup your database (i use mysql administrator) 2- under C:/otrs/ reneame the folder mysql in mysql.old 3- download from mysql mysql-noinstall-5.0.45-win32.zip 4- unzip it, rename mysql and copy under C:/otrs 5- from mysql.old copy my.ini in new mysql folder 6- if needed restore the database making it on active installation i had some database error, if you backup all, reinstall otrs and doing all the 6 point before going on istall.pl, then when you recover the backup all work perfectly MSN: andrea.consadori(a)hotmail.it WEB: http://www.consadori.com _________________________________________________________________ Sai cosa è successo oggi? http://notizie.msn.it

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two question about account time
by Andrea Consadori 08 Sep '07

08 Sep '07

Hi all, it's 2 weeks that i read all otrs message looking for more info's.... i think that now is time to ask an help to someone. 1) I see in Ticket::FrontendAgent::TimeUnits that i can set (hours,minutes) and after updating i can see it correctly on ticket frontend. but: i've a call, the fist time i set in "waiting" and i select 0 hours and 50 minutes (0.50) then in a second time i add another 0.20 minutes. actually i see total time: 0.70.... but i want that 1.10 appears... it's possible? 2) in a previous mail i read that someone create a button to start and stop ticket work time.... how can i find it? regards Andrea Consadori MSN: andrea.consadori(a)hotmail.it WEB: http://www.consadori.com _________________________________________________________________ Sai cosa è successo oggi? http://notizie.msn.it

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