December 2008 - otrs - OTRS mailing lists

Notification Problem
by Trasschaert Karl 17 Dec '08

17 Dec '08

Hi, I'm testing otrs, i saw that when someone send a e-mail to the otrs system, the agent get a notification but the customer didn't receive any notification. I'f i answer a ticket the customer get the message. Any idea what ca be wrong ? I'm using smtp. I can see in the log that the message looks to be send: Sent agent 'NewTicket' notification to 'karl(a)inventivetelecom.com'. Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to '"Trasschaert Karl" <info(a)net-work.be>'. Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent email to '"Trasschaert Karl" <info(a)net-work.be>' from 'ITP Ticket System <support(a)inventivetelecom.com>'. HistoryType => SendAutoReply, Subject => [ITPTicket#200812171084] ca marche pas; Wed Dec 17 16:20:03 2008 notice OTRS-PM3-10 New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new) Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent customer 'StateUpdate' notification to '"Trasschaert Karl" <info(a)net-work.be>'. Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent email to '"Trasschaert Karl" <info(a)net-work.be>' from 'ITP Ticket System <support(a)inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New State "closed successful"!; Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent customer 'OwnerUpdate' notification to '"Trasschaert Karl" <info(a)net-work.be>'. Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent email to '"Trasschaert Karl" <info(a)net-work.be>' from 'ITP Ticket System <support(a)inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New Owner "Karl"!; _________________________________________________________________ Windows Live fait de votre vie virtuelle une véritable fête ! http://get.live.com

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Windows - OTRS e-mail not sending
by Michael Lewis 17 Dec '08

17 Dec '08

Installed application (2.3.3) on Windows 2003/MS Exchange 2003. Install was fine, but unable to send e-mail. The system receives mail with no problems, dumps them into RAW. It thinks it has sent mail, even in the .log file it states mail has been sent but it never shows up. Checked everything on e-mail server, sent test mail to/from account I'm using and it works fine. Tested connecting to server via POP command line - no problems. Also, in the log it continually adds this error: [Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module Kernel/Config/GenericAgent.pm not found! Michael Our company accepts no liability for the content of this email, or for the consequences of any actions taken on the basis of the information provided, unless that information is subsequently confirmed in writing. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. No employee or agent is authorized to conclude any binding agreement on behalf of Copper State Communications with another party by email without express written confirmation by a Corporate Officer of Copper State Communications.

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Regarding the integration of OTRS with the other tools.
by vishal sanghi 17 Dec '08

17 Dec '08

Hiis there any tools which can be integrated with OTRS for change management, monitoring (may be nagios) and KEDB. If anyone having information about this please post.Thanks Vishal Sanghi09881471239 Unlimited freedom, unlimited storage. Get it now, on http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/

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Vieuwing More info in the queue vieuw
by Trasschaert Karl 17 Dec '08

17 Dec '08

Hi, is it possible to add some information in a ticket in the queue view like first human response time, Owner and last answer time . Whcih file do we have to modify ? Is it possible to add the priority in the result when you do a ticket search . It it possible to make a stat profile showing the NEW to OPEN (response) and NEW to RESOLUTION (close) time. Thx in advance _________________________________________________________________ Découvrez vite le nouveau Hotmail ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

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Re: [otrs] migration from linux to windows
by neela kantam 17 Dec '08

17 Dec '08

can we migrate OTRS (customized) from linux to windows . If yes can u let me know the procedure to do Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

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Followup priority change
by Michael Bonnice 17 Dec '08

17 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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Question about Database Connection (mssql)
by John Late 16 Dec '08

16 Dec '08

Hello I am trying to connect my otrs installation to a mssql database. I am using this connection string but it is really slow and it is impacting the system performance. It connects but the performance is far away from mysql. $Self->{'Database::Type'} = q/mssql/; $Self->{'Database'} = q/otrs/; $Self->{'DatabaseUser'} = q/jurl/; $Self->{'DatabasePw'} = q/hohoho/; $Self->{DatabaseDSN} = q/DBI:ODBC:driver={SQL Server};Server=192.168.101.22,1433;database=otrs;/; Please, after Googling and search in the list, can somebody provide an alternative connection string? Thank you in advance John

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(no subject)
by neela kantam 16 Dec '08

16 Dec '08

can we migrate otrs (which is customized ) from linux to windows . If yes can u tell me the procedure Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

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REG: Integrating OTRS With J2EE APPLICATION
by neela kantam 16 Dec '08

16 Dec '08

can any one know the methods to integrate otrs(prel) with webSphere (J2EE ) Unlimited freedom, unlimited storage. Get it now, on http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/

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About Tools Integration
by vishal sanghi 15 Dec '08

15 Dec '08

Hi Please suggest which tools can be integrated with OTRS. For Monitoring For Change Management For Knowledge Management Thanks and regards Vishal Sanghi Download prohibited? No problem. CHAT from any browser, without download. Go to http://in.webmessenger.yahoo.com/

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