November 2008 - otrs - OTRS mailing lists

Generate ticket and forward/bounce to address included in original mail
by Johannes Gilger 04 Nov '08

04 Nov '08

Hi there, we're slowly getting the hang of OTRS and so far are quite happy with it. I've been looking for a solution to use OTRS as the intermediate system for another system. Let me describe the situation: System A sends mails to our users (foo.bar(a)rwth-aachen.de) with a certain content. Often the users respond to these messages. The problem is that System A does not know about Ticket-Numbers or anything like that. What I want to do is something like this: System A sends all it mails to our OTRS and includes the intended receiver (the user) in the email (like an extra header field). OTRS then creates a ticket from that mail and forwards/bounces/composes a mail to the intended recipient (taking the address from the header field) with the ticket-nr in the subject. So then, if the user replies, we already have an open ticket (with the original message body) which the reply is associated with. One important aspect is that the mail OTRS should send to the user doesn't show up as a reply of some kind, since for the user it is the initial message he/she receives from our system. Hope I explained it well enough and this is not something I've missing while going through the documentation and while googling ;) Regards, Johannes Gilger

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Moving OTRS
by Joseph Lundback 04 Nov '08

04 Nov '08

Hi List, I am in the process to move a OTRS system from a Windows Small Business Server 2003 (Austrian Language version) to a Windows Server 2008 machine. And I have failed to find a suitable document that describes how to proceed with the move. It might be my google-skills that lacks. :) What would be the best procedure to follow? Best regards Joseph Lundback System Administrator ________________________________ The information in this E-mail is confidential. If you are not the intended recipient please notify the sender immediately and delete this E-mail without reading, using or disseminating the information contained in it. Although Touchbet Ltd believes this E-mail and any attachments are free of any virus or other defect which may affect a computer, it is the responsibility of the recipient to ensure that it is virus free and Touchbet Ltd does not accept any responsibility for any loss or damage arising in any way from its use.

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Compose Answer is very slow
by Bruno Moncorgé 03 Nov '08

03 Nov '08

Hello, I'm currently trying to install OTRS on a Windows Server 2003 Standard Edition. The server is a Intel Core2Duo 6600 @ 2.40 Ghz. There is 4 GB RAM on the server and OTRS is almost the only running task at the moment. It seems to me that this is a quite sufficiently powerful machine for OTRS. When a user clicks on "Compose Answer (email), it takes ages before the compose mail page appears. It also takes ages to send the email once written. Are there some specific parameters to change in the Apache server or Perl? Has anyone else experienced such slowliness on a similar configuration?Any idea what is wrong with my OTRS? Thanks for any help. Bruno Moncorgé

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FAQ public page not work
by jacky 03 Nov '08

03 Nov '08

i am testing FAQ module, agent and customer could access FAQ via login system. But for public user,the access meet error with 500 internal server error.the url i used is //localhost/otrs/faq.pl. BTW i can access login page with url "//localhost/otrs/index.pl thanks __________________________________________________ 赶快注册雅虎超大容量免费邮箱? http://cn.mail.yahoo.com

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Problem with otrs / sometimes errors in Logfile
by Glaab, Achim 03 Nov '08

03 Nov '08

Hi there, i have a problem with otrs running on linux. Everything works fine, when I start the apache. After a while I get this errors in the apache error_log: [Thu Oct 30 10:55:48 2008] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1534. [Thu Oct 30 10:59:09 2008] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1534. And the user only gets a blank page in his browser ... When I now restart the apache; is come up but the system hangs after some time again., Can anybody help me?

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回复： otrs Digest, Vol 2, Issue 2
by jacky 02 Nov '08

02 Nov '08

Yes,i hasmet the error infor as below: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, admin(a)your-domain.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Thanks --- otrs-request(a)otrs.xn--org-111eo18z: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, > visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body > 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it > is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. FAQ public page not work (jacky) > 2. Re: FAQ public page not work (Wes Plate) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 1 Nov 2008 21:16:20 +0800 (CST) > From: jacky <jacky_zj(a)yahoo.com> > Subject: [otrs] FAQ public page not work > To: otrs(a)otrs.org > Message-ID: > <482511.90819.qm(a)web110415.mail.gq1.yahoo.com> > Content-Type: text/plain; charset=gb2312 > > i am testing FAQ module, agent and customer could > access FAQ via login system. But for public user,the > access meet error with 500 internal server error.the > url i used is //localhost/otrs/faq.pl. BTW i can > access login page with url > "//localhost/otrs/index.pl > thanks > > > __________________________________________________ > ??????????????? > http://cn.mail.yahoo.com > > > ------------------------------ > > Message: 2 > Date: Sat, 01 Nov 2008 07:28:57 -0700 > From: Wes Plate <wes(a)automaticduck.com> > Subject: Re: [otrs] FAQ public page not work > To: OTRS <otrs(a)otrs.org> > Message-ID: <C531B5B9.B45D1%wes(a)automaticduck.com> > Content-Type: text/plain; charset="US-ASCII" > > On 11/1/08 6:16 AM, "jacky" wrote: > > > i am testing FAQ module, agent and customer could > access FAQ via login system. > > But for public user,the > access meet error with 500 internal server > > error.the > url i used is //localhost/otrs/faq.pl. BTW i can > access login page > > with url "//localhost/otrs/index.pl > thanks > > Do you get the error if you go to > //localhost/otrs/public.pl ? > > > -- > Wes Plate > Automatic Duck, Inc. > http://www.automaticduck.com > > > > > ------------------------------ > > _______________________________________________ > otrs mailing list > otrs(a)otrs.org > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > End of otrs Digest, Vol 2, Issue 2 > ********************************** > __________________________________________________ 赶快注册雅虎超大容量免费邮箱? http://cn.mail.yahoo.com

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Can I have back expanded tooltips in Ticket Zoom
by Wes Plate 01 Nov '08

01 Nov '08

It used to be when zoomed in to a Ticket we could mouseover a link in the history tree of the ticket and see in the tooltip the entire email or message, but now in 2.3.3 when I do this I only get a summary of the subject and time of message like this... http://www.automaticduck.com/screenshots/OTRStooltip.jpg The way of having the whole message in the tooltip was nice for reviewing other messages without having to view the whole history. Can anyone tell me where I can find the setting to put this back? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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