March 2008 - otrs - OTRS mailing lists

[ Is there any easy way to show tickets closed in a week? ]
by BCWINFO 12 Mar '08

12 Mar '08

This is for my boss! ;-) I tried Search but I couldn't do that. Any suggestions? Diego

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OTRS Mail Relay function
by Steve Morrey 12 Mar '08

12 Mar '08

Hello, In essence what we require is an OTRS email relay function. Here is a breakdown of what should happen. Customer sends an email to support(a)mysite.com A ticket is created in OTRS and assigned to a support person, whomever was next in que (lets call the support person Joe). When the ticket is generated a notification email is sent to Joe. The notification should contain not only the notice that a new ticket exists, but also the full text of the original customer email. The support person, then replies from his outlook, blackberry or whatever email client, which is routed back through OTRS for tracking purposes, and then forwarded to the client. Now here's the trick. We don't want to expose Joes email address to the client, and we don't want Joe to respond directly to the clients email either. Essentially all the email should go through support@mysite, with OTRS handling the stripping and replacing TO and FROM as needed. If there is any back and forth it should proceed exactly like this, except that all questions (on the same issue), should keep going to the same support person, for continuity purposes. I sent an email to sales(a)otrs.com and they say that the feature is already in OTRS but I cannot seem to find it anywhere, nor instructions on how to enable it. I've read through the admin manual and maybe I'm missing something critical, could someone please explain to me how this can be done? Thanks in advance, Sincerely, Steve Morrey

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Apache settings (besides mod_perl) to make OTRS run faster.
by Nielson, Adam 12 Mar '08

12 Mar '08

Any certain settings or variables I can check/play with to make OTRS run faster. It takes forever (after a lot of use) to load the graphics, for a certain page to load up, etc. Sometimes it just times out. Sometimes I just have to re-click the link to get it to work. Running on RHEL 5 with latest patches. Apache 2.2.3, etc Thank you, Adam Nielson

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Backup.PL
by 27spots 11 Mar '08

11 Mar '08

Hello, I'm trying to run a backup of OTRS using the backup.pl script, but is bombing out with the error below. Any help would be greatly appreciated. Thank you in advance! Can't exec "which": No such file or directory at ./backup.pl line 123, <PRODUCT> line 4. readline() on closed filehandle IN at ./backup.pl line 124. ERROR: Can't locate cp! I am running OTRS 2.2.4. The backup.pl script version is: # scripts/backup.pl - the backup script # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: backup.pl,v 1.9.2.1 2007/10/24 16:08:45 mh Exp $ # --

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Ticket Creation Time Stamp Edit
by Bryan White 11 Mar '08

11 Mar '08

I want to be able to change the timestamp that a ticket is created with. Certain times I am working away from the computer and can't immediately put new tickets into the system. I end up going back a while later and entering all my tickets in however, the timestamp shows the time that I entered the tickets, not the time I actually started working on the ticket. Is there a way to change the ticket creation time stamp so my times are correctly corresponding to my work? -Bryan

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RE: [otrs] New user add problem
by Klaus Bruno 11 Mar '08

11 Mar '08

either disable the mx record check in otrs or ensure, your otrs server is able to resolve the domains (correct configured /etc/resolve.conf assumed you're on Unix) regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aysel Pamuk Sent: Tuesday, March 11, 2008 11:06 AM To: otrs(a)otrs.org Subject: [otrs] New user add problem I have installed OTRS 2.2.5 . I want to add a new user bt received the error: Email address (aysel.pamuk(a)gantek.com) not valid (invalid aysel.pamuk(a)gantek.com (DNS problem: no nameservers)! )! What should I do? Thanks in afvance, Aysel Pamuk

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New user add problem
by Aysel Pamuk 11 Mar '08

11 Mar '08

I have installed OTRS 2.2.5 . I want to add a new user bt received the error: Email address (aysel.pamuk(a)gantek.com) not valid (invalid aysel.pamuk(a)gantek.com (DNS problem: no nameservers)! )! What should I do? Thanks in afvance, Aysel Pamuk

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Pending reminder settings of old version
by Timothy F. 11 Mar '08

11 Mar '08

Hello all, I have a question about an old version of OTRS. My company uses an old version and has extreme hesitations about upgrading due to complicated customizations implemented. Our current version is 2.0.4. There are a couple issues that I'd like to investigate and just need an idea of where to look. If there are any current patches, that would be even better. I fully understand the merits of upgrading, especially when it comes to security patches. Unfortunately, I don't see that as a viable solution. The following is a list of bugs/features that I'd like to fix. Any advice is greatly appreciated. 1) The requirement to be ticket owner in order to set a pending reminder date/time 2) When opening tickets in two or more tabs, session data is over written. Example: -Open ticket 1234567 in tab A -Open ticket 7654321 in tab B -Comment in ticket 1234567 (tab A) -Upon submit tab A forwards to ticket 7654321 3) Add button to clear pending date/time. and as an aside, I wonder if anyone could point me out to any security patches that we can test out and try to implement. Thank you for your time. Tim

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Priority Change
by Aleem Mohamed 10 Mar '08

10 Mar '08

Hello! Is there any way to change the priority settings to allow me to change the priority of a ticket WITHOUT having to give a reason for the change?

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Re: [otrs] Notification Question
by Shawn Beasley 10 Mar '08

10 Mar '08

Hi Julien, > > Hi Guys, > > > > I would know if it’s possible to use different sender for notification > for a new ticket by each Queue. > > > > For example: > > > > For an queue called “prod” I would use sender toto(a)toto.com > <mailto:toto@toto.com> for notification for a new ticket. > > > > For an queue called “prod2” I would use sender toto2(a)toto.com > <mailto:toto2@toto.com> for notification for a new ticket. > > > Each queue can use an individual system address for identification purposes! > > Thx for all help! > > > > Regards, > > Julian. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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