February 2008 - otrs - OTRS mailing lists

RE: [otrs] How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

> > We set a 'pending reminder' on the ticket and specify the date we > > expect to be able to do something (or get back to the > > customer for an update or more information for instance). > > Thanks, that is a nice way to solve the problem. Except it doesn't work. I tried to set a pending reminder for 10 minutes on one of my tickets. It still shows up in the "New message!" view. What am I doing wrong? -- Lars

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RE: [otrs] How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

> We set a 'pending reminder' on the ticket and specify the date we > expect to be able to do something (or get back to the > customer for an update or more information for instance). Thanks, that is a nice way to solve the problem. -- Lars

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How to remove "New Message"
by Lars Jørgensen 19 Feb '08

19 Feb '08

Hi. What actions do an agent need to perform to remove the "New Message!" status on a ticket? Apart from closing the ticket. Our agents would like to remove the "New Message!" on tickets where they have already seen the message but are unable to do anything about it at the moment. -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Adding customer backend
by Alexandru Palade 18 Feb '08

18 Feb '08

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upgrading otrs
by Nicolas Gauvrit 18 Feb '08

18 Feb '08

Hi, I d'like to upgrade otrs from 2.2.2 to 2.2.5. I don't know how to do that. in the UPGRADING file, there is only instructions for upgrading 2.1 to 2.2. Maybe, i 've missed something in the documentation but i do not find any upgrading instructions, even with google... Can somebody help me ? Thanks PS : otrs is installed on debian stable, with a tar.gz source archive and I use mysql -- Cordialement, Nicolas GAUVRIT

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Delete Tickets on arrival.,
by justinjohnson＠f2s.com 18 Feb '08

18 Feb '08

Hi Guys, We are running OTRS 2.0.4 and need to automatically give tickets an autoreply and then close them as we have just decommissioned an email address. If we use postmaster filter to close the tickets, the auto reply which is set does not send out. If we use the auto reply it leaves the tickets open. Is there any solution? Thanks Justin

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RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
by Lars Jørgensen 18 Feb '08

18 Feb '08

Hi Andrew. Do you have empty place holders for the images in your browser? If you right-click one of those you can check the path to the picture. Check on the server that it does indeed exist. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Andrew Meyer > Sent: Monday, February 18, 2008 3:23 AM > To: otrs(a)otrs.org > Subject: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5 > > Standard. The icons will not show anywhere! Please advise. Lite > version works fine. >

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RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
by Andrew Meyer 18 Feb '08

18 Feb '08

Standard. The icons will not show anywhere! Please advise. Lite version works fine. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 ------------------------------ Message: 4 Date: Fri, 15 Feb 2008 19:21:49 +0000 From: Steven Carr <s.j.carr(a)khipu-networks.com> Subject: Re: [otrs] icons not showing in 2.2.4 and 2.2.5 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <47B5E64D.6060704(a)khipu-networks.com> Content-Type: text/plain; charset="utf-8" Are you using the Standard theme or the Lite theme? the Lite one doesnt show Icons. Steve Andrew Meyer wrote: > What not allow me to see the icons in the web browser in either version > listed in the subject?? > > > > *Andrew Meyer* > > *Unix Systems Administrator* > > *314-787-0681 x39* > > *314-565-0868 (cell)* > > *1300 Hampton Ave.* > > *Ste. 200* > > *Saint Louis, MO 63139* > > * * > > *http://www.precisionpractice.com/* > > > -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

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How Should I Migrate the OTRS MYSQL Database?
by Buice, David R 16 Feb '08

16 Feb '08

Hello, I need to migrate our existing OTRS database (version 1.2.3!) which currently resides on a Linux box onto a Solaris server which has OTRS 2.2.4 installed. I was thinking that perhaps I would do a backup on the Linux server and then a restore on the Solaris server... But I thought I should first consult with you fine people before I do something potentially stupid or dangerous. I'm running Apache and MYSQL on the Solaris server. It would be nice to somehow retain the myriad configurations that were done on the Linux machine thereby not having to re-create the wheel, but perhaps that's asking too much. Any and all recommendations would be gratefully accepted. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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Email transfer
by Luke Michalski 16 Feb '08

16 Feb '08

Hello I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of 'forwarding messages'. Let me explain: When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!! I can't implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don't want to log into the OTRS system and can respond to the client form e.g. outlook. Has anyone got a clue how to solve it? Best regards Lukasz Michalski Support Engineer Cipher-IT Ltd

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