March 2008 - otrs - OTRS mailing lists

RE: [otrs] Backup MySQL Cron
by DAVAUT Benoit 25 Mar '08

25 Mar '08

Thank you for your answer, but is it possible to OTRS internally ? I saw that there were folders and files of cron ... Benoit DAVAUT -----Original Message----- From: Nils Breunese (Lemonbit) [mailto:nils@lemonbit.nl] Sent: mardi 25 mars 2008 14:18 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup MySQL Cron DAVAUT Benoit wrote: > I have a question concerning database backup. > I want a weekly backup with a cron, but I don't know where integrate > my backup script (shell). > > Do you have an idea ? The Linux distributions that we use have /etc/cron.weekly, if you have that you could place your script in there (or create a symlink) to have it run weekly as root. See 'man crontab' for more info on crontabs. Nils Breunese._______________________________________________ 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/

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Backup MySQL Cron
by DAVAUT Benoit 25 Mar '08

25 Mar '08

Hello, I have a question concerning database backup. I want a weekly backup with a cron, but I don't know where integrate my backup script (shell). Do you have an idea ? Thanks for your help. Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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PDF header
by Arnold Ligtvoet 25 Mar '08

25 Mar '08

Hi, When I print a ticket in PDF it shows a header with the text: '((otrs)) Communication with success!'. I've searched everywhere for this header, because I'd like to modify it to include our company name. I've tried locating this header in: PrintHeader.dtl AgentTicketPrint.dtl AgentTicketPrint.pm However I could not find it? When I do a text search on the OTRS directory for 'Communication with' it only shows up in: CHANGES.txt otrs-initial_insert.xml mysql.html RFC.html None of which seem to do anything with printing tickets? Arnold.

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Closed Notifications email error/bug?
by rod ney 25 Mar '08

25 Mar '08

Hello, I'm trying out OTRS and have ran into a problem. Consider this scenario: I receive an email from a customer (blah at foomail.com) requesting help to fix a window. Customer receives a "new ticket notice" ...good I forward that email to an external contractor (bob at hotmail.com) to fix that window asap. I also open the ticket from "new". Customer receives an "Open ticket notice" ...good I receive a reply from the contractor stating the job is done. Contractor receives a "Thank you for your follow up notice" .. ok I close the ticket Contractor (bob at hotmail.com) receives the "Closed Successful notice" ... not good. Customer (blah at foomail.com) doesn't receive the "Closed Successful notice" at all. I would have thought the customer would receive the "Closed Successful notice", not the contractor. Is this a bug or should there be some setting somewhere? Thanks.. -Rod _________________________________________________________________ Get MOTORAZR MAXX V6 now $249 on Next G™ Pre-Paid http://clk.atdmt.com/OAT/go/nnmsntel0690000034oat/direct/01/

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Cannot upgrade from 2.0.1 to 2.2.5
by Gerhard den Hollander 25 Mar '08

25 Mar '08

Im moving my OTRS database to a new machine The old server was running 2.0.1, the new one is running the 2.2.5 I ran the backup.sh script on the old box I restored using the restore.pl script on the new one. I also ran the 2 alter table commands I also ran the upgrade scripts I still get the Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409. Error. What do I need to do to upgrade my 2.0.1 database to 2.2.5 ? Kind regards, Fugro-Jason Netherlands BV Gerhard den Hollander Senior ICT Engineer Telephone: +31 (0)70 3170 539 / Fax: +31 (0)70 3170 511 E-mail: gdenhollander(a)fugro-jason.com / Website: www.fugro-jason.com <http://www.fugro-jason.com/> Address: Veurse Achterweg 10, 2264 SG Leidschendam, The Netherlands / P.O. Box 35, 2260 AA Leidschendam, The Netherlands Trade Register Nr: 24294747 / VAT: NL 00807174798 B01

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Re: otrs Digest, Vol 56, Issue 54
by armin.kurz＠lobster.de 25 Mar '08

25 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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RE: [otrs] code to fix ’ and other codes when sending e-mail?
by Steve Morrey 25 Mar '08

25 Mar '08

Thats called html encoding. The best way to handle it is to use an html decoding function right before inserting your data into the db. -----Original Message----- From: Jo Rhett <jrhett(a)netconsonance.com> Sent: Thursday, March 20, 2008 12:15 PM To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Subject: [otrs] code to fix ’ and other codes when sending e-mail? So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness _______________________________________________ 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/

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Time fields
by Aysel Pamuk 24 Mar '08

24 Mar '08

Hello, In database fields defined as int such as "escalation_start_time" int(11) NOT NULL, "escalation_response_time" int(11) NOT NULL, "escalation_solution_time" int(11) NOT NULL, What value is kept in these fields? Does it mean date value as integer? Thanks in advance, Aysel

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Re: otrs Digest, Vol 56, Issue 53
by armin.kurz＠lobster.de 24 Mar '08

24 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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Report generation
by Aysel Pamuk 24 Mar '08

24 Mar '08

Hello, I should generate reports such as: Solution time and response time Average solution time and average response time od the tickets by queue Should I write SQL query for this or can I get these reports from Stats module? Thanks in advance, Aysel

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