October 2008 - otrs - OTRS mailing lists

implicite "Next ticket state"
by Michal Krajcirovic 01 Oct '08

01 Oct '08

Hello, where i define implicite/default "Next ticket state" value? default is open, but i want default is closed successful thank you very much m.

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Re: [otrs] Notifications not being sent. (Help -- please!)
by Ken D'Ambrosio 01 Oct '08

01 Oct '08

> I am an OTRS newbie (and most other things), so this is just throwing it out there. Have you tried creating an test perl script (using the same process as OTRS) that send emails, and placing it in the OTRS framework with the same permissions etc, and then running it? That will help determine if it isn't permissions, perl modules, local connections etc. Wow. That's a really good idea. In /usr/share/otrs/Kernel/System/Email I see SMTP.pm and Sendmail.pm. Since they're modules, I'm not sure how to invoke them from a self-styled Perl script and have all the correct variables in-place. Is there a way, from within OTRS, to see exactly what happens when a given module is invoked? Or is there a way to easily set up a dummy environment for me to use so I can invoke them from my own Perl script? Thanks much for the idea! -Ken > Like I said, just my 2c. :P > > Regards > Theunis > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ken D'Ambrosio >> Sent: 01 October 2008 10:18 PM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Notifications not being sent. (Help -- please!) >> >> > Ken D'Ambrosio wrote: >> > >> >> Hi, all. I really want to get OTRS going, but my boss is going to >> go for >> >> a commercial alternative if I don't figure out what's up with the >> notifications not going out. E-mail gets sent fine from the box; that being said, I'm currently pointing it via SMTP to our primary internal SMTP server. And nothing. No longs, no nuttin'. >> [...] >> > >> > Can the machine running OTRS resolve 'postal' to an IP address? >> >> Yeah, it can, but to play it safe, I've also used IP addresses. And I have Postfix running locally, and tried localhost, too. No dice. >> >> >> >> _______________________________________________ >> 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 > > _______________________________________________ > 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 >

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Re: [otrs] Notifications not being sent. (Help -- please!)
by Ken D'Ambrosio 01 Oct '08

01 Oct '08

> Ken D'Ambrosio wrote: > >> Hi, all. I really want to get OTRS going, but my boss is going to go for >> a commercial alternative if I don't figure out what's up with the notifications not going out. E-mail gets sent fine from the box; that being said, I'm currently pointing it via SMTP to our primary internal SMTP server. And nothing. No longs, no nuttin'. [...] > > Can the machine running OTRS resolve 'postal' to an IP address? Yeah, it can, but to play it safe, I've also used IP addresses. And I have Postfix running locally, and tried localhost, too. No dice.

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database upgrading 2.2.5 => 2.3.2 ?
by Operacion Control 01 Oct '08

01 Oct '08

Hi List, Do you know if is it necessary upgrade the mysql database when the application is upgraded (from 2.2.5 to 2.3.3) ? Thanks in advance

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pending auto close
by Lombardi Tonio at MFSS 01 Oct '08

01 Oct '08

Hi, I have a problem with the pending auto close states in OTRS. When the pending time is reached, ticket state does not change to closed successful/unsuccessful depending on whether +/- is selected. I am not finding anything related to the expiration of the ticket in either the System Log or the ticket history. In /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm I have the following lines. I don't see anything wrong with them. Do you? $Self->{'Ticket::PendingAutoStateType'} = [ 'pending auto' ]; $Self->{'Ticket::StateAfterPending'} = { 'pending auto close-' => 'closed unsuccessful', 'pending auto close+' => 'closed successful' }; Regards, Tonio Lombardi ICT Applications Officer Information Management Unit Ministry for Social Policy Valletta, Malta tel: +356 2590 3342 fax: +356 2590 3331 e-mail: tonio.lombardi(a)gov.mt <mailto:tonio.lombardi@gov.mt> www.spic.gov.mt <http://www.spic.gov.mt/> www.msp.gov.mt <http://www.msp.gov.mt> Please read our privacy policy: http://www.msp.gov.mt/ministry/email_privacy_policy.asp <http://www.msp.gov.mt/ministry/email_privacy_policy.asp>

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How can I disable CustomerCompanySupport
by Tina Kerr 01 Oct '08

01 Oct '08

How do I disable the Company Tickets module from the Customer's Ticket? I can disable the module from an admin perspective, via SysConfig ==> Frontend::Admin::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Admin::ModuleRegistration&SysConf igGroup=Framework> ==> Frontend::Module###AdminCustomerCompany but can't seem to find this configuration setting for the Customer Ticket. It seems logical to have such a setting under SysConfig ==> Frontend::Customer::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Customer::ModuleRegistration&SysC onfigGroup=Ticket> but there is not. Please help! Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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Re: [otrs] Exporting attachments from DB to FS
by Alex 01 Oct '08

01 Oct '08

Have looked at the documentation for this but am unable to figure out where these attachments are saved once the parameter is enabled ... ? $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; thanks, alex

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RO Groups can't view Queues
by Fabian G. Ferdgelis 01 Oct '08

01 Oct '08

Dear Sirs. I have this queue tree * Networking - NET_AR - NET_BR - NET_US And I have a group called AR_Users... If I assign RO permissions to Networking queue and RW permissions to NET_AR queue then my users can't see any queue. I realice some test using diferent kind of permission sets and I found that RO permissions doesn't work correctly Can anyone helpme?? Best regards _________________________ Fabián G. Ferdgelis

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Dispatching by "to:" field
by Eric Murphy 01 Oct '08

01 Oct '08

This may be a stupid question, but in the POP3 account management section, there's an option for "Dispatching by email To: field". What does this do? Every time I've selected it, tickets don't seem to show up anywhere, so I've been setting everything to dispatch by selected queue. It's a bit annoying, however, to have to create a new pop3 account for each queue. Am I missing something? Thanks in advance! Eric Murphy LTI Information Technology

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Additional Time Fields (need "billable time")
by Tony 01 Oct '08

01 Oct '08

Hi all, I may be going about this the wrong way, but I'm trying to add another time field to my tickets, which act the same as the Accounted Time. When adding an agent note or an agent creates a ticket there is the field that says "Time Units (Work Units)" and it is blank, but time gets added, and posted in the ticket on the right side under "Accounted Time". I want to duplicate that, for another set of time called "Billable Time". Not everything I do is billable, sometimes my staff or I might have to revisit an issue, and due to a fault on our side, we have to fix something. We want to track the time, but not bill a customer for it. In the end, I want two times kept per ticket: billable, and non-billable. That said, I have managed to add a FreeText field, but it does not "add" time, it merely keeps the same number, or text, in the field. While this is understandable, I can't seem to get FreeTime to work either, or, I think I might be going about it wrong. I've tried looking up information on customizing OTRS using FreeText or FreeTime, but nothing is very explanatory. Has anyone done this before? Is there an easy way to do this? is there a page on OTRS' site that I'm missing that explains it all easy as pie? I'm tempted to recreate some of the DB structure and hack the perl scripts, but that means less capability to upgrade to newer versions. If it's not possible, perhaps I should take this to the dev list? Thanks, Tony

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