November 2008 - otrs - OTRS mailing lists

X-ORTS headers
by sam 20 Nov '08

20 Nov '08

Hi list, Im trying to configure otrs for use in a large company with about 200 agents. I would like to configure otrs headers but i cant seem to figure out how to make them work. Could some one please post me a working examples of otrs headers. Thanks -Ha!ler

2 1

auto OTRS group assignment if in LDAP group
by Sam Ami 20 Nov '08

20 Nov '08

hi all is it possible to auto-map/assign users in LDAP groups to OTRS groups ?

1 0

Email tickets and how to get them together automatic
by Pete 19 Nov '08

19 Nov '08

Hi, i'm new to OTRS and iv'e setup a test system based on incoming Help Desk emails. One feature i'd like to find a way to implement would be to group in a single ticket all related emails, meaning, one email opens one ticket and all replies to that email go to the same ticket. I've tried without success to find info on how to do this nad tried to figure out how could this be done but i guess i still have a lot to read about OTRS. Has anyone done this already, can someone help on this one ? Thanks -- Pete

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OTRS_PublicSurveyKey
by Leonardo Certuche 19 Nov '08

19 Nov '08

Hi there, Thanks to http://lists.otrs.org/pipermail/otrs/2008-March/022495.html I do understand how the survey works. The organization I'm installing OTRS for, wants the survey to be sent for every ticket created. Since this is not the default behavior, I thought about training the agents to send a response to the customer when closing the ticket. The body of this response was copied from the original invitation to fill the survey, which includes the following link: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>public.pl?Action=PublicSurvey&PublicSurveyKey=<OTRS_PublicSurveyKey> Unfortunately when the e-mail arrives to the customer inbox, it does not return the value for the <OTRS_PublicSurveyKey> variable. How can I find out the value of this variable? Is it possible to resolve its value with my procedure? Thanks in advance for your help. -- Leonardo Certuche 301 284 6250 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Medellín, Colombia

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Re: [otrs] TicketType on reply
by Aris Czamanske 19 Nov '08

19 Nov '08

Could you give some more detail, or an example? Regards, Aris ----- Original Message ---- From: Laurent Minost <lminost(a)denyall.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Cc: Mohamed Bouhlel <mbouhlel(a)denyall.com> Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST _______________________________________________ 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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You have an error in your SQL syntax
by Sam Ami 19 Nov '08

19 Nov '08

hi all i'm getting the below error with my OTRS installation v2.1.5 after setting up LDAP authentication against our Lotus Domino LDAP directory. authentication is successful and i can get access to the web interface, however i can't see any company tickets even though the CustomwerID is the correct/same. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1, 1) AND LOWER(s' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( 1, 4, 6, 7, 8 ) AND (LOWER(st.customer_id) IN () OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1, 1) AND LOWER(st.customer_id) IN ( ) ORDER BY st.create_time_unix DESC LIMIT 10000' any suggestions ?

1 1

Link already exists between these two objects in opposite direction Error while running DBUpdate-to-2.3.pl
by Chris Williams 18 Nov '08

18 Nov '08

Hi, I'm trying to upgrade our OTRS 2.2.6 to the latest 2.3.3. When I ran the DBUpdate-to-2.3.pl script in the UPGRADING instructions, I got the following error: ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Mon Nov 17 23:06:49 2008 Message: Link already exists between these two objects in opposite direction! Traceback (11006): Module: main::LinkAdd (v1.20) Line: 527 Module: main::MigrateLinkObject (v1.20) Line: 389 Module: ./DBUpdate-to-2.3.pl (v1.20) Line: 100 What does this mean? How do I fix this? Can it be ignored? Any help would be appreciated. -Chris

1 0

otrs raw queue and customer "company tickets"
by Sam Ami 18 Nov '08

18 Nov '08

hi all we are moving away from a email only otrs setup for customer to the full customer web interface. is there any way to integrate the raw queue if customers decide to email a request with there "company tickets" view ? currently, if a customer emails a request into the otrs, the request is not visible in there "company tickets" any suggestions ?

2 3

Exchange POP3S support
by RaviKiran Vemulapalli 18 Nov '08

18 Nov '08

Hello everyone. I am working for first time with otrs and try to implement it for my company. We are evaluating the functionality and stuck working with POP3S connecting Microsoft exchange. The below bug fix saying it was fixed and its not working for me. http://bugs.otrs.org/show_bug.cgi?id=3251 I read the code POP3S.pm, could not able to find any clue Does anyone knows POP3S is working with Excahnge? Regards, --Ravi Kiran.

1 0

Duplicated Tickets
by yrving rivas 18 Nov '08

18 Nov '08

Hello everyone. I am working for first time with otrs. I implemented it for my company, and almost everything is great. Almost, because some times and until now aleatory, when i create a ticket otrs creates a duplication. Does anyone knows why this is happening? Regards, Yrving ¡Todo sobre Amor y Sexo! La guía completa para tu vida en Mujer de Hoy. http://mx.mujer.yahoo.com/

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