September 2007 - otrs - OTRS mailing lists

Ticket Escalation additional functionality
by Munawar Zeeshan 27 Sep '07

27 Sep '07

I want some functionality in Escalated Ticket Notification. When a ticket is escalated , an email is generated to the user. This email notification also contain ticket detail, which I fetched by adding following field in the Ticket Escaltion Notification <OTRS_CUSTOMER_FROM> wrote: <Complaint> <OTRS_CUSTOMER_EMAIL[16]> <Complaint> I further want that if an agent has added some notes on the ticket it also goes with the escalated ticket email notification. Here is my customized Ticket Escalation Notification Hi <OTRS_UserFirstname>, The ticket "<OTRS_TICKET_TicketNumber>" in "<OTRS_TICKET_Queue>"is escaleted! Its solution time i.e 16 Hours has been passed. Please have a look at the unsolved Complaint: <OTRS_CUSTOMER_FROM> wrote: <Complaint> <OTRS_CUSTOMER_EMAIL[16]> <Complaint> Shortcut to complaint is <OTRS_CONFIG_HttpType>://192.168.3.80/<OTRS_CONFIG_ScriptAlias>index.pl?Acti on=AgentZoom&TicketID=<OTRS_TICKET_TicketID> No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM

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Re: [otrs] Can't use from: ERROR
by Gabriele D'Andrea 27 Sep '07

27 Sep '07

Have you selected the right system address for the new queue? ----- Original Message ----- From: Christian Petrou To: 'User questions and discussions about OTRS.org' Sent: Wednesday, September 26, 2007 11:11 PM Subject: [otrs] Can't use from: ERROR Can anyone point me in the right direction? Just added another email address for a different queue, pop account works great. OTRS gets the email places in the right queue. All out bound email, or when I generate "compose answer" I get the following error? ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Wed Sep 26 14:03:06 2007 Message: Can't use from: user2(a)mydomain.com! Enable debug for more info! Traceback (21487): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Do I need to restart OTRS for it to work right? Christian ------------------------------------------------------------------------------ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Reopening ticket
by Gabriele D'Andrea 27 Sep '07

27 Sep '07

Iit's a queue specific option. In the queue admin, enable the Follw Up Option (should be on by default). This means that, if someone sends a followup to closed ticket, it automatically gets reopened. In addiction you can choose to reassign the ticket to the last owner enabling Ticket Lock After a Followup option. Regards Gabriele ----- Original Message ----- From: "Daniel Veselý" <jevrej(a)mall.cz> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Wednesday, September 26, 2007 2:42 PM Subject: [otrs] Reopening ticket > > > Hi, > > i need to reopen ticket from the closed state - if someone reply to the > last email. I just could not find it. > > Thanks for any help > Daniel > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > > > > >

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Subversion integration
by Sándor Fehér 27 Sep '07

27 Sep '07

Hi, I'm wondering if anybody has experience in connection with integration otrs and subversion or other version control system. In the past I succesfully integrated svn+scmbug+mantis but I decided to use otrs instead :-) . I was very good to enter the bug number (ticket nr or something) in tortoisesvn and see the affected files by the commit in mantis. Now I'm looking for the same functionalty in otrs. Thanks in advance. Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

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On move chnage the ticket poperties
by Munawar Zeeshan 27 Sep '07

27 Sep '07

My agents can move tickets from one queue to other queue. I have also set the escalation time properties for the tickets in every queue. I want that when a ticket is moved to a new queue by an agent, its solution time is reset and counter restarts again. How's it possible ??? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.13.30/1030 - Release Date: 9/25/2007 8:02 AM

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Multiple Recipients/Customers, Single Email
by Peter Beckman 27 Sep '07

27 Sep '07

I have about 10 customers I want to send the same one email to. I'd like to take one single action -- write the email, have it sent to 10 customers individually, and 10 tickets created as a result, so each customer only sees themselves on the To: line (don't want to expose my customers to other customers, privacy issues). This is needed due to an issue that only affected 10 customers, and we want to track all customer interaction with OTRS. I want to avoid having to copy and paste the email 10 times and send 10 individual emails via OTRS (which is the long solution, but I'm looking for the slick, cool, fast method). Is it possible to do this in OTRS 2.1.5? If so, please point to the manual where it says how -- I've looked and failed to find it. If not in 2.1.5, possible in another newer version? Upcoming version? Is there a workaround that makes this easy in 2.1.5? If not, where can I submit a feature request? Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- ** PLEASE NOTE PurpleCow.com IS NOW AngryOx.com DO NOT USE PurpleCow.com ** ** PurpleCow.com is now owned by City Auto Credit LLC as of May 23, 2007 ** ---------------------------------------------------------------------------

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Generic Agent Time Problems...
by Jeff Shepherd 26 Sep '07

26 Sep '07

I'm having a problem with OTRS v2.2.2 on Fedora Core 7 running Generic Agent jobs: ERROR: OTRS-GenericAgent-36 Perl: 5.8.8 OS: linux Time: Wed Sep 26 12:00:04 2007 Message: No valid time format '2007-000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000-30 23:59:59'! Traceback (25988): Module: Kernel::System::Ticket::TicketSearch (v1.269) Line: 3667 Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 352 Module: /opt/otrs//bin/GenericAgent.pl (v1.41) Line: 182 It just keeps adding a zero to the time every time it runs. Does anyone have any ideas? Thanks for the help. -Jeff

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Windows-Installation: Perl-Modules
by Buechling, Thomas 26 Sep '07

26 Sep '07

> Hi! > > i am trying to Install OTRS 2.2.2 on a Windows Xp System, all Components sepparate. ( For Better Update Possbilibities and i need to load additional perl modules ). > Apache 2 and MySQL are Running. I Installed Active Perl and all Required Modules ( this was hard enough! ). > > perl otrs.checkmodules : > > CGI ... ok > Date::Pcalc ... ok > Date::Format ... ok > DBI ... ok > DBD::mysql ... ok > Digest::MD5 ... ok > Crypt::PasswdMD5 ... ok > LWP::UserAgent ... ok > IO::Scalar ... ok > IO::Wrap ... ok > MIME::Base64 ... ok > MIME::Tools ... ok > Mail::Internet ... ok > Net::DNS ... ok > Net::POP3 ... ok > Net::LDAP ... ok > Net::SMTP ... ok > Authen::SASL ... ok > GD ... ok > GD::Text ... ok > GD::Graph ... ok > GD::Graph::lines ... ok > GD::Text::Align ... ok > XML::Parser ... ok > PDF::API2 ... ok > Compress::Zlib ... ok > > Now Scripts are loaded into apache as cgi-modules, some .pl-test scripts do work.. > > but when i try to open installer.pl : > > > Software error: > > Can't load log backend module Kernel::System::Log::SysLog! Can't locate Sys/Syslog.pm in @INC (@INC contains: ../../ D:/Server/otrs/bin/cgi-bin/../../Kernel/cpan-lib D:/Server/otrs/bin/cgi-bin/../.. D:/Server/Perl/site/lib D:/Server/Perl/lib . D:/Server/otrs/bin/cgi-bin/../.. D:/Server/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Log/SysLog.pm line 15, <PRODUCT> line 4. > BEGIN failed--compilation aborted at ../..//Kernel/System/Log/SysLog.pm line 15, <PRODUCT> line 4. > Compilation failed in require at (eval 13) line 3, <PRODUCT> line 4. > > > So i seem to need the Module Sys::Syslog.. > i can downlaod it from cpan, create a makefile.. but i can not compile it under windows, because syslog.h is missing and i can not find it at any compiler..I also this this is very linux-specific.. and not available for windows!? > I also tried to copy Syslog.pm from different locations, but that does not work. > > so how can i get this wokring? > > > Thank You! > > > Freundliche Grüße > > i. A. Thomas Büchling > Praktikant / IT-Services > > Tel +49 (0)561/ 4991 -125 > Fax +49 (0)561/ 4991 -93125 > thomas_buechling(a)rudolph-log.de > http://www.rudolph-log.de > http://www.logeon.net > -------------------------------------- > Rudolph Logistik Gruppe > -------------------------------------- > Rudolph Holding GmbH > Harzweg 10 > D 34225 Baunatal > > Amtsgericht Kassel HRB 6548 > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß > ------------------------------------- > Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm >

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RV: [otrs] Email
by Carlos 25 Sep '07

25 Sep '07

-----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Felix J. Ogris Enviado el: Martes, 25 de Septiembre de 2007 09:14 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Email Robert Aldridge (bamarob55(a)gmail.com) wrote: > It works fine. The message appears in the queue. So, how do I get > messages sent to 'otrs(a)domain.com <mailto:otrs@domain.com> ' to the OTRS server? You could use PostmasterPOP3.pl by enabling postmaster_pop3 as a cron job in $OTRS_HOME/var/cron. Via AdminPOP3 you can configure OTRS to fetch emails from the otrs POP3 inbox on your Exchange server. You could use fetchmail to fetch mails from your Exchange server via POP3(S) or IMAP(S) and procmail to pipe these mails through Postmaster.pl. You could use fetchmail to fetch mails from your Exchange server and inject them into your local sendmail/postfix/whatever. Your sendmail/postfix should have a /etc/alias entry for the local otrs user, which pipes mails through Postmaster.pl. You could configure your Exchange server to forward mails for the otrs system to your otrs box via SMTP directly. Then you have to activate the smtpd part of your sendmail/postfix installation and add a line in /etc/alias for the otrs user, which pipes mails through Postmaster.pl, too. Note that you might encounter permission problems (eg. on $OTRS_HOME/var/log/TicketCounter.log) when using /etc/alias & Postmaster.pl. I prefer methods 4, 1, <large gap>, 2 and 3, in that order :-) Felix _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Charset problem with LDAP
by Régis OBERLE 25 Sep '07

25 Sep '07

Hello, I'm currently setting up an OTRS demo server. I have a little problem which probably can make my demo less efficient. I'm retrieving customers from our LDAP (MS Active Directory). Every special character is displayed incorrectly. This only happens for LDAP source fields. Every other aspect of the frontend is correct. Here is my setup: OTRS 2.2.2 on Debian Etch DefautCharset is utf-8 (can be changed if needed, this is my last test) Mysql database is latin1 (can be changed if needed) MS Active Directory is ? (maybe iso-8859-1 but not sure. How can I verify ?) can probably not be changed for this demo purpose. Tried to change mysql to utf-8 using the following procedure: http://yoonkit.blogspot.com/2006/03/mysql-charset-from-latin1-to-utf8.html Also tried options SourceCharset => 'iso-8859-1', # incase LDAP/AD is iso-8859-1 like I think DestCharset => 'utf-8', With these options, customerid with special char are left blank on the user list. I'm not familiar with charset problems. Can you give me some help please ? Thank You Régis Oberlé

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