December 2008 - otrs - OTRS mailing lists

Software error
by vishal sanghi 10 Dec '08

10 Dec '08

Hi Please tell about this error. The customer.pl is unable to open Software error:Can't call method "GetOption" on an undefined value at C:/OTRS/otrs/bin/cgi-bin/../../Kernel/System/CustomerAuth.pm line 104, <DATA> line 275. For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

How to adjust options in email responses?
by Nick Bright 10 Dec '08

10 Dec '08

Greetings, In my OTRS 2.3.3 installation, things are working generally quite well, but there's one little item that is quite annoying. When responding to a ticket by clicking "empty answer" (it's the default empty answer), the "To:" field is the customers' original email address, but in the "Cc:" field, is "support(a)valnet.net". This causes a loopback in which the response we send gets emailed to the same email address that the customer emails to, resulting in the same email posting to the ticket twice - once as our response to the customer, and once as a customer response to us. It also generates a "New Response" email to the agent, and shows up as a "New Message" in the upper right hand corner of the screen. This is quite annoying. How do I get rid of that "Cc:"? I poked around in the options and on the filesystem, but I've been unable to find anything thus far. -- --- - Nick Bright Network Administrator Valnet, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

3 4

Mandatory Fields like SLA and Service
by Egor Tsilenko 09 Dec '08

09 Dec '08

Hi, Is it possible, via web interface SysConfig area, to mark Service and SLA fields as mandatory when creating ticket via AgentTicketPhone? I've seen a couple of references to do that with TicketFreeText googling around this maillist, but I'm not seeing the way to do this with Service and SLA. Any hints?

1 0

SugarCRM
by Darren Wiebe 09 Dec '08

09 Dec '08

I just setup OTRS to read contacts with SugarCRM. It was way easier than I expected. Thanks for the great work! -- Darren Wiebe darren(a)aleph-com.net Aleph Communications www.aleph-com.net

3 2

Re: [otrs] Field Services appears empty in the Phone Ticket form
by Le machito 09 Dec '08

09 Dec '08

Thanks Leonardo, it works. Raoul On the same Customer Users<->Services go to default services, choose them all and make sure no client has service assigned, then all services will be available for all clients ;) 2008/12/5 Le machito <elmachito at gmail.com <http://lists.otrs.org/cgi-bin/listinfo/otrs>> >* Ok, I found the solution, I only have to go to Admin/ Customer*>* Users<->Services and choose the Customer and click in each Service. Now, the*>* problem is how to give access to every user to all the services without*>* click 10000 of times? Raoul*

1 0

Reg:Integrating otrs with web sphere server
by neela kantam 09 Dec '08

09 Dec '08

hi, Is Integrating the Otrs with web sphere server (wcs) is possible . i am using windows OS Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

SugarCRM
by Maurice James Ny 09 Dec '08

09 Dec '08

Has anyone gotten SugarCRM to work with OTRS yet? If yes, how?

1 0

strange behaviour with GenericAgent.pl
by Patrick Schiess 08 Dec '08

08 Dec '08

FYI: i have a manual installation of otrs with the following components: - win2003 32bit - perl 5.10 - apache 2.2.10 - otrs 2.3.3 - pycron 0.5.9 note: well i use pycron because the cronw does not work with 5.10 in my installation... when i try to run the GenericAgent.pl job through pycron i have the problem, that it resends and resend over and over again every email coming from tickets that did escalate. after doing some research i finally found the cause of this problem... it is located in the NotifyAgentGroupOfCustomQueue.pm... on line 120 you can find the following: && $Line->{Name} =~ /\Q\%\%$User{UserEmail}\E$/i i wrote a little test script that looks like that: print ("%%Escalation%%bla.bla(a)domain.ch" =~ /\Q\%\%bla.bla(a)domain.ch\E$/i) and found out that it NEVER gets a matching, so it tries over and over again to send the escalation emails, instead of don't send the escalations when it has already be sent during the day! interestingly i have a otrs installation that works with perl 5.8.8 and on this installation everything works pretty good... ?!?!? so, finally i came to the conclusion that there is either a bug in perl or in otrs, as it seems that perl 5.10 does not escape some charachters between a \Q \E... and it should escape the % character in the line below. when i change the line into: print ("%%Escalation%%bla.bla(a)domain.ch" =~ /\Q%%bla.bla(a)domain.ch\E$/i) then everything is fine ! kind regards, patrick.

1 0

Default subject value for customer follow up
by Sebastien Bourgasser 08 Dec '08

08 Dec '08

Hello the list, I'm trying to set a default value for the subject field of the CustomerTicketZoom form. The corresponding code is: <input type="text" name="Subject" value="$QData{"Subject"}" size="70"/> and $QData{"Subject"} is always empty. Is there a way to fill this variable with the content of the first article's subject to prevent the customer to set a new subject at each reply ? I tried to replace $QData{"Subject"} with $QData{"Article::Subject"} but it's always empty. Is there also a way to dump the content of $QData ? Thanks beforehand. -- Sebastien Bourgasser

1 1

Full message / raw view of ticket in OTRS 2.3.x
by ValiDOM 08 Dec '08

08 Dec '08

hi, does anybody have an idea where to view the plain (raw) message in OTRS 2.3.x ? The same question was raised up by Kristofer on this list. Quoting "kristofer@xxxxxxxxxxxxxx" Mon, 11 Aug 2008 14:48:55 -0500 (CDT) > I was able to see full message headers prior to OTRS 2.3.x.. but > now in 2.3.x, I don't see a link > to view the entire raw message. > > How can we view the full message with the raw headers from the agent screen? In general, I got the same issue ... I would need this to find out why OTRS is moving tickets to the "Junk" queue while I do not like to. Thanks a lot! Vali

2 1