April 2008 - otrs - OTRS mailing lists

Permissions to work with customer database? Which flag?
by Andrew Stesin 09 Apr '08

09 Apr '08

Dear collegues, we have the OTRS setup here which is somewhat complex. At central tech support division, each engineer (agent) has complete permissions to admin the system. Subsidiaries have their own queues; aget at subsidiary has RW permission for his division's queue, and can move ticket to central office queue. So subsidiaries do not see tickets of other subsidiaries, and cannot interact directly - ticket can reach another subsidiary's queue only if central office will pass it there. The problem is: central office staff can work with customer database (they have all complete permission, so Ok). How can I also give agents from subsidiaries their permissions to work with customer database? Fill in person's data, edit etc. and set up customer for their tickets? Which flag(s) should I set for this? Thanks in advanse! Andrew Stesin

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Age in customer and agent interface
by IT easyap 09 Apr '08

09 Apr '08

In the customer interface the age displayed is the time from the begining of the ticket thought the ticket it is closed. The idea is to display the time in working hours and when the ticket is close the total time in working hours. If its posible to display the time in working hours also in the agent interface will be fantastic. regards

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Empty Responses with .CSV attachment do not generate email to Customer
by Andy Robbins 09 Apr '08

09 Apr '08

Hello all, We are having a problem with sending one very particular response to our customers when that response includes an attached .CSV file. Essentially, an agent will receive a request for a log file. The agent does an "Empty Response" email response, attaches a .CSV file approximately 100 KB in size or less, sets the next ticket state to closed and submits. Although the customer or agent can log into the interface and see/download the attached file, for some reason the email response never seems to be generated. To send email, OTRS is configured to use the Microsoft Exchange email system located on this subnet. OTRS, Exchange, Active Directory, all agents and all customers are all located on the same subnet (which means that SMTP relay on Exchange is as open as can be). I have checked the SMTP logs on the Exchange server and these emails are definitely never touching the mail server. Also, no other "Empty Response" template email responses are reported as not received by our customers. Only the responses that include this .CSV log file. However, I cannot necessarily duplicate the problem either. If I take one of these log files and attach it to an empty response test ticket to myself, it seems to go through just fine. If anyone can give me any direction on how I can further troubleshoot this problem from the OTRS side, it would be most appreciated. Specifically, are there any log files that would contain details on emails sent by OTRS that I could look through? Thanks in advance for your help, -Andy

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Installing/Upgrading OTRS
by Snehal Desai 09 Apr '08

09 Apr '08

Hello, Everytime a new version of OTRS comes out, I have to completely uninstall the previous version meaning the database, cron, apache, perl. Is there anyway to upgrade w/the win32 installer w/out having to remove it completely. I was just wondering if there was a upgrade feature that I'm missing somewhere? Thanks.

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Owner of the ticket
by Tony Canale 09 Apr '08

09 Apr '08

When I’m in the Agent page and I click on QueueView, -It shows me all the tickets,- but It doesn’t show me who the owner is unless I zoom in for that specific ticket. I would like to see the Owner of a ticket without clicking on the zoom link. Where can I do this? Thanks for your help, we are using 2.2.5 -Tony _________________________________________________________________ More immediate than e-mail? Get instant access with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

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Cant find how to change Queue email
by Corey Bobb 09 Apr '08

09 Apr '08

Hello All, I configured otrs once before, but it has been a while and there are a few things I cannot remember. 1. when I created a queue, and modified ticket, I see the following message in the log: Sent email to 'OTRS Feedback <feedback(a)otrs.org>' from 'OTRS Management <otrs(a)alinean.com>'. HistoryType => SendCustomerNotification, Subject => Re: [Ticket#1010001] New Queue "CentOS" 2. For Some reason I cannot get OTRS to actually send messages to my email account. I can send mail from the root prompt via echo "Test Message x.x.x.x" | sendmail cbobb(a)alinean.com but I cannot get any mail from within OTRS, I must be missing something. 3. How do I change the mail from going to feeback(a)otrs.org to have it go to myself. 4. Also, when selecting messages for bulk operation, It prompts me hit "OK for bulk Action", I cannot remember where in the configuration file to disable that message. Thanks in advance for any help on these 2 problems ( for now) cbobb

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Free Fields
by Brunier, Mikael 09 Apr '08

09 Apr '08

Hi When a ticket is created I can specify a type of problem, this is ok, but I have to add more precision for the problem. On the 2.1.7 OTRS version I had the "Free Fields" <<FreeFields.JPG>> But in the 2.2.6 with ITSM 1.0.6 the link is replaced by "ITSM Fields", but it's absolutely not the same functions. <<ITSMFields.JPG>> And when I add Free Key Fields in the Sysconfig, no more... I don't know if the problem is caused by the OTRS version or ITSM. Is it any issue for this problem or another solution to add precision to a ticket ? Thanks Regards Mike

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Postmaster Check
by Brunier, Mikael 09 Apr '08

09 Apr '08

Hi, Is it any paramter allow me to change the time between two checks in my POP mailbox ? Default seems to be 10 minutes, but it's too long for my usage. There is nothing in the SysConfig - Ticket - Core::PostMaster and nothing elsewhere Is it possible to change it ? Thanks Regards Mike

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How can an agent see the closed tickets?
by Aysel Pamuk 09 Apr '08

09 Apr '08

Hello, How can an agent see the closed tickets? Regards, Aysel

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(no subject)
by Tony Canale 08 Apr '08

08 Apr '08

Email filters are not working; I have OTRS in windows using SMTP which works fine. We can email each other using OTRS. But when I set Postmaster filters,... they don’t work. I have them in postmaster filter set up as…. Match Header1: TO ------- Value:agent@xxxxxxx.net Set Header1: X-OTRS-Queue ------- Value: Phone (phone is one of my queues) The emails address itself works fine, but they are not going to the filter queue that I have set up. Any emails that are coming in to agent(a)xxxxxxx.net are not going to the phone queue. Do I need a pop or IMAP for this? Like I said it’s a true email because we can send and receive email from it. Can you please help? Thanks, -Tony _________________________________________________________________ Going green? See the top 12 foods to eat organic. http://green.msn.com/galleries/photos/photos.aspx?gid=164&ocid=T003MSN51N16…

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