October 2008 - otrs - OTRS mailing lists

Pending auto close
by medtraore＠gmail.com 03 Oct '08

03 Oct '08

I noticed that when you set a ticket to pending auto close, if the user replies to OTRS and adds the e-mail to the ticket, it isn't taking the ticket out of pending auto close. Is it possible to change this so that when the customer replies, it takes the ticket back to '02 - Modified'? Thanks for your help!

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new ticket - restrictions
by Ivan Tamburic 03 Oct '08

03 Oct '08

Hi, how can I restrict list of queues which customer can see when creating a new ticket (web panel)? I have several queues for different customers but I can't manage to restrict list, so that customer see only queues which they belong when creating new ticket (in "to:" field). Sorry if similiar questions already answered, didn't find them in archive. Thanks, Ivan.

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Re: [otrs] Response without quoting?
by LQ Marshall 03 Oct '08

03 Oct '08

Wes Plate wrote on 10/2/08 17:01 >Is it possible to create a >response that doesn't quote >the previous message? Possible at least since 1.2.x... I upgraded from recently. Simply need to edit the response template in use for the queu to not include the quoted response. LQ

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Re: [otrs] Response without quoting?
by LQ Marshall 03 Oct '08

03 Oct '08

Sorry about pointing you the wrong way Wes. (There was a subsequent post with the correct location.) I knew it was there, as I had edited mine... Just didn't recall going to the SysConfig to do so. gl, LQ

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Response without quoting?
by Wes Plate 02 Oct '08

02 Oct '08

Is it possible to create a response that doesn't quote the previous message? I am currently on an older OTRS version and will be upgrading soon, but I don't seem to have this option for a quote-less response in 1.3.x. I'm probably just missing something obvious though. Maybe this is possible in newer releases? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Outlook integration in otrs
by polloxx 02 Oct '08

02 Oct '08

Dear group, We're using otrs for a while now and it works perfectly, however I have one question coming back from our management: Is it possible to integrate outlook into otrs? Or are there alternatives? Suggestions are welcome. P.

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Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2
by Craig Goodyer 02 Oct '08

02 Oct '08

Hi All, I've been playing with setting up various services / sla's and other config bits n bobs for a few days on OTRS 2.3.1b3 + ITSM 1.1.2, then upgraded to OTRS 2.3.2 + ITSM 1.2 On installing the ITSM packages (inc Service Management etc) the Services I have setup are no longer viewable in the web interface (however the services and sla's still exist in the system as they are selectable when 'Customer's create tickets), and I get the following error when trying to view the SLA's configuration page: "Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AdminSLA.pm line 305. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error." Any help on getting back or removing the original Services/SLA's would be great :) Regards Craig _________________________________________________________________ Make a mini you and download it into Windows Live Messenger http://clk.atdmt.com/UKM/go/111354029/direct/01/

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Ticket not printing from customer front end
by Emily Flynn 02 Oct '08

02 Oct '08

Hi, I can't figure out why tickets won't print from the Customer front end. It's obviously some sort of permissions thing as the attached screenshot is what I get when I click print., but I just can't figure out what I'm not doing. The customer is a member of a group with read write access. The can print from the FAQ module OK. Any suggestions I would really appreciate Thanks Emily

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Re: [otrs] Notifications not being sent.
by Ken D'Ambrosio 02 Oct '08

02 Oct '08

> All the "dumb" checks... > (4) Have you configured any responses to be sent from these queues? Bingo. A thousand thanks. I don't mind being dumb if it means it gets it working. I'd read the docs, but, alas, they are, shall we say, non-trivial, and sometimes things slip through the cracks. And, unfortunately, I'd been looking for the word "notify," not "response". Wups. Deeply appreciated for knocking some sense into my head; I'll get to keep my boss from going with a closed-source application, and I'll get to have some fun with the powerful tool that OTRS certainly appears to be. Thanks to all who took the time to respond! -Ken

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Notifications not being sent. (Help -- please!)
by Ken D'Ambrosio 02 Oct '08

02 Oct '08

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'. $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'postal'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; which should work fine, as postal has an open relay. And yet -- no notifications go out. Is there something I'm missing -- maybe even something really dumb? (Oh, and, for the record, this appears to be an OTRS issue, and not a mail issue -- no attempts to send mail are noted in /var/log/syslog, no mail is received, nothing's in the mail queue. So I do think I'm missing Something Dumb in OTRS.) Thanks much! -Ken

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