December 2008 - otrs - OTRS mailing lists

Some follow-ups are not received
by Boris Shirokov 04 Dec '08

04 Dec '08

We have encountered the following problem. Some follow-ups do not reflect in OTRS - the system neither attach them to a correspondent ticket nor creates a new one. Nevertheless OTRS sends New ticket auto response with the wrong ticket number (like 2008120410000901, while our SystemID is 20). Of course no ticket in the system with this number. System Log has no info on the above action. OTRS ver.2.3.3. Is there any additional info I should provide? Boris

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OTRS Reporting on WIndows 2003 with SQL
by scusack 04 Dec '08

04 Dec '08

Has anyone created any type of reporting for OTRS? Is their a package you can install or anything out there at the moment. I see most people are just running reports by exporting information from the SQl database. If anyone has setup anything that would save me time that would be great. Thanks

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Configure Default Sign Key
by David Eco 04 Dec '08

04 Dec '08

Hi all, I think the "Default Sign Key" in Queue setting is for outbound email display account. For instance, we use support(a)company.com for receiving the tickets, but want to use noc(a)company.com for outgoing mail from NOC queue. So we need to set up the display email account for outbound emails. I tried to find how to configure it but didn't find. Now it shows "Default Sign Key (tickets@comp[..]): " and drop down option is empty. Can anyone kindly advise? thank you. David _________________________________________________________________

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Active Perl - CVS repository
by Machado, Hector (H USA) 03 Dec '08

03 Dec '08

Hi all, It seems the possibility to follow the Active Perl setup instructions for the Win32 release don't work? If I configure the Active Perl package manager with http://cvs.otrs.org/viewvc.cgi/*checkout*/otrs4win32/Source/packages/pac kages.lst it fails. If I browse the CVS, I see this folder "otrs4win32" isn't there. According to the FAQ, I need to do this for OTRS to work on IIS 6. I have not installed OTRS yet, has the new version eliminated the need for downloading these perl modules? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=282 Best regards, Hector ---------------------------------------------------------------------------- This message and any included attachments are from Siemens Medical Solutions and are intended only for the addressee(s). The information contained herein may include trade secrets or privileged or otherwise confidential information. Unauthorized review, forwarding, printing, copying, distributing, or using such information is strictly prohibited and may be unlawful. If you received this message in error, or have reason to believe you are not authorized to receive it, please promptly delete this message and notify the sender by e-mail with a copy to Central.SecurityOffice(a)siemens.com Thank you

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Field Services appears empty in the Phone Ticket form
by Le machito 03 Dec '08

03 Dec '08

Hello, I added some Services and Sub-Services in Admin Area/Service Management, as advised by some of you :-) This Services are related to a defined SLA. When I try to fill a Phone-Ticket the combo box field "Service" is empty and doesn't give me the possibility to choose Services or Sub-Services. Maybe I forgot to do some related configuration? Thanks in advance Raoul

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(no mail exchanger (mx) found!)!
by scusack 03 Dec '08

03 Dec '08

I see in posts that I need to change the setting: "I think OTRS checks whether the entered customer mail-address seems to be valid through checking whether a MX-DNS-record could be found. To turn off this behaviour, set Framework -> Core: CheckMXRecord = No " Where exactly do I put: set Framework -> Core: CheckMXRecord = No What file does this go in specifically and where?

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Installing perl-ldap on Windows 2003
by scusack 03 Dec '08

03 Dec '08

If im in the wrong group please send me to the proper one. Im wondering if in the new version of OTRS perl-ldap is already installed. Ive taken over a win2k server running this and we want to talk to the AD from OTRS. I have configured the conf file with the hostname, user, pass etc. Im wondering what the best way is to install perl-ldap if it is not installed on a windows 2k3 system. Thanks

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Followup priority change
by Michael Bonnice 03 Dec '08

03 Dec '08

Hi All, Hoping someone can help me. I am wanting ticket priorities to change when a customer replies to an auto reply message send from OTRS. That is, when a customer first receives an auto reply after raising a new ticket and then replies to that ticket I want to the priority to change to a higher level. I have worked how to set ticket priorities when they are first raised but do not how to get them to automatically change after a followup. I have looked at the PostMaster filters and GenericAgent functions but they do not seem to offer a solution. Anyone have any ideas? Regards, Michael

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Re: [otrs] Changing Admin Notification From fields
by Aris Czamanske 03 Dec '08

03 Dec '08

Jamie, In the Config.pm file, set the admin email to what you want. # Return Admin Email $Self->{'AdminEmail'} = 'email(a)yourDomain.com'; Aris ________________________________ From: Jamie Morse <morsej(a)cambrian.k12.ca.us> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, November 12, 2008 2:17:44 PM Subject: Re: [otrs] Changing Admin Notification From fields Hi Anton- This is the email address I would like to change (but cannot do so on this screen) - Thank you, Jamie ________________________________ From:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Anton Gubar'kov Sent: Wednesday, November 12, 2008 11:57 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing Admin Notification From fields Hello, Jaime. Could you please be more specific about Admin Notification? What do you mean by that? Agent notification or something else? The address in Admin area would be handy too. Regards, Anton. 2008/11/12 Jamie Morse <morsej(a)cambrian.k12.ca.us> I am trying to change the From email address on the Admin Notification screen. There does not appear to be a way to do this on this screen. Do you know what screen I must change this email address on? Thank you, Jamie Morse _______________________________________________ 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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Bulk action on search results
by Jeffery Chen Fan 03 Dec '08

03 Dec '08

Dear All, Have turn on the select box on searchResults page, but can not ge the parameter COUNTER, SO, BulkChangeSelected($Data{"TicketID"},$Data{"Counter"}) not work, -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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