October 2008 - otrs - OTRS mailing lists

Changing State
by Bill Pierini 11 Oct '08

11 Oct '08

Except for express actions (like close) how does one go about changing the state of a ticket? I'd like to implement the "delete" routine found in the archives, but requires changing state to Delete, and I can't find the knob to do so. TIA Bill

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Sysconfig now blank
by Danny Horne 10 Oct '08

10 Oct '08

Hi all, I changed some configuration options under SysConfig (can't remember what, I'm afraid) & now the SysConfig page is blank when clicking on the link under Admin. Anyone any clues how to retrieve the page? Thanks in advance Danny Horne

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first response time and update time missing
by Tabitha Stang 10 Oct '08

10 Oct '08

Hi, We're running OTRS version 2.3.2. We used to see a "first response time" and "update time" in the upper right corner of each ticket in the queue view. But now we it's not there anymore. We just see "Created" and then the total age above it. We must have changed something, but I looked all through the sysconfig and didn't find anything about turning off (or on!) the "first response" / "update time". Could someone please tell me where the setting is or what I'm doing wrong? Probably it's something simple, but I can't find it! Thank you and have a nice weekend. Tabitha

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message loops
by Charles Sprickman 10 Oct '08

10 Oct '08

Hello all, I'm trying to track down a problem with OTRS. It worked with no real issues before upgrading to 2.2.5. Currently www.otrs.org is down, so I'm not sure if I'm still current or not. In short, the problem I'm seeing is that OTRS keeps putting it's own queue address in the cc: field when composing a reply to a ticket. If I manually remove that address, all is well, but if I (or another staffer) forgets, then it starts sending itself reminders and the like, which can even re-open a closed ticket. I have OTRS fetching all queues from a single POP mailbox and sorting based on the "To:" line ("Postmaster Filters"). On the mailserver, I have admin(a)blah.com forworading to otrs(a)blah.com, which is the POP account OTRS checks. This worked previously... Any ideas how to fix this? I assume there must be some new setting that I missed, but after digging around for quite some time, I'm not seeing it. Thanks, Charles ___ Charles Sprickman NetEng/SysAdmin Bway.net - New York's Best Internet - www.bway.net spork(a)bway.net - 212.655.9344

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Status view as default view
by Alejandra Piedra 09 Oct '08

09 Oct '08

Hi all! I would like to know if there's a chance to make the status view as the default view. So that when the agent logs on the first screen he sees is the status view. Thanks and regards Maria Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 216-0222. Ext 0628 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

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Send admin notification via gmail account
by Rommel Albuja 09 Oct '08

09 Oct '08

Hi, I want to know if it's possible sending admin notification via gmail to another account. I have setting many posibilities but anyone works, because I receive always same response. ************************************************************************************************************* Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 8 21:03:11 2008 Message: Can't connect to *gmail-smtp-msa.l.google.com*: *Bad file descriptor!* Traceback (2092): Module: Kernel::System::Email::SMTP::Send (v1.21) Line: 79 Module: Kernel::System::Email::Send (v1.44) Line: 553 Module: Kernel::Modules::AdminEmail::Run (v1.29) Line: 111 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My configuration is: # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'gmail-smtp-msa.l.google.com'; or $Self->{'SendmailModule::Host'} = 'smtp.gmail.com'; $Self->{'SendmailModule::Port'} = '465'; $Self->{'SendmailModule::AuthUser'} = 'user.name'; $Self->{'SendmailModule::AuthPassword'} = 'userpassword'; Double quotes and simple quotes seems to be no difference for setting up. Yesterday I was trying to connect with EVOLUTION app to my gmail account and it works. I suppose configuration with OTRS has same logical function but I am wrong. My environment is Windows Vista Home, I no have another mail server such as gmail. Help me please!!! Thanks for your response Regards Rommel R. Albuja B.

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"My Queues" "New message" "Locket Tickets" question
by Serge Pluess 09 Oct '08

09 Oct '08

Hi this has somehow been slowly driving me nuts and I searched through many google searches, mailing lists, etc. but so far have not come up with an answer or solution to a possible issue. Now, it's very possible that I don't fully understand the concept of the "My queues" and if that is the case I apologize in advance. I have setup a default otrs installation and created one agentuser login and a new queue. I have an email account "help" that I have setup so that the tickets go directly to the new queue (called helpdesk). I also have have assigned that queue to the new agentuser and have assigned the notifications and auto-responses. So far so good. Now if a user sends an email to that help address the agent gets an email notification. He logs in and has a new entry under "My Queues (1)". Now if the agent clicks on the Compose Answer (email) -> empty answer link and sends an answer the ticket disappears from his "My queues (0). At this time the "Locked Tickets" link in the upper right shows "(1)". When the user sends a follow up, the agent is getting a notification saying that there was a followup in his email. If he logs into otrs the "My Queues (0)" is still empty, the "Locked Tickets (1) is still showing "(1)" and the link next to it for "New message (1)" shows "(1)" Also above the "My Queues (0)" link he will see "Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: 1" Yet, the queue showing in each of those messages always correctly shows "helpdesk". Also rechecked the agents preferences and that "helpdesk" queue is highlighted under the My Queues section. So is this operating properly or am I just slowly going nutso? I would have thought that the tickets would show up under "My Queues" if they belonged to a queue that I am assigned to and until the ticket is closed. At the moment only a brand new ticket shows up under My Queues and as soon as they are answered, locked or follow ups or etc. that page is completely empty, which makes it quite harder to get an overview of what is going on. Thanks in advance for any information that might help either clarify this possibly correct behavior or resolve whatever configuration issue I might have missed or done wrong. Cheers Serge

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email all agent notes on close
by eric santelices 09 Oct '08

09 Oct '08

I am looking for a way to email the entire ticket status to the owner upon close. I googed quite a bit and could not find a solution. E.

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update time is over warming
by Mayk Backus 09 Oct '08

09 Oct '08

Hi all, i'm doing my first install with otrs , and run into the following. I've made a test ticket, and did some tests with excalation. Now i neatly got those warnings that a ticket was overdue, but the ticket received a respons, and the warning didn't go away. The ticket is even closed now, and still i get : Ticket 2008100810000022: update time is over (-66 hours 14 minutes / 10/08/2008 17:11)! I then set the escalation times and stuff for that queue to 0 , moved the ticket, merged the ticket, nothing helps. any pointers on this ? thanx in advance, regards, Mayk

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Customer account creation
by Jean-Luc Biord 09 Oct '08

09 Oct '08

Hi all, How to send a automatic email to a new customer containing his login/password when his account is created by an agent. Thanks

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