May 2008 - otrs - OTRS mailing lists

Need Help
by Jamie Spence 19 May '08

19 May '08

Hello All, We have recently installed teh win 32 version of otrs. The system is working fine except for agent notifications. Outbound mail is fine with other notifications working. No matter what I try I cant get agent notifications working. Basically all I want is new ticket notifications to all agents in that queue. Any help or suggestions most appreciated. Thanks, Jamie -- ==================== Jamie Spence

1 0

locked ticket, follow-up for other agents
by Paulo Abreu 19 May '08

19 May '08

Hello, How do I set otrs so send a follow up to every agents when a ticket is locked? At the moment only agent locking the ticket is getting the e-mail. I know I can set bcc in sendmail. Thank you for your attention, Regards, Paulo Abreu

1 0

Re: [otrs] otrs Digest, Vol 58, Issue 33
by Mujtaba Karim 19 May '08

19 May '08

Here is a genuine issue I encountered I added a pop account it's a " fuse mail account" one of the most safe email. Okay here is what happened.The email is fetched but the response is not send The error from sys log is mentioned below "Mon May 19 14:59:05 2008 notice OTRS-PM3-10 Sent no 'auto reply' for Ticket [2008051910510] (meiji.rulz(a)gmail.com) because the sender doesn't want a auto-response (e. g. loop or precedence header)" Now this is odd and weird can anyone explain this to me ?" Regards MK -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Saturday, May 17, 2008 1:58 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 58, Issue 33 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Closed State (gen(a)gentube.com) 2. Re: Closed State (Nils Breunese (Lemonbit)) 3. Re: Closed State (gen(a)gentube.com) 4. Re: Closed State (Nils Breunese (Lemonbit)) 5. Re: Closed State (gen(a)gentube.com) 6. Re: Time Accounting (Jay Holler) 7. Re: Closed State (gen(a)gentube.com) 8. Re: Closed State (Nils Breunese (Lemonbit)) 9. Re: Closed State (Nils Breunese (Lemonbit)) ---------------------------------------------------------------------- Message: 1 Date: Fri, 16 May 2008 12:29:24 -0400 From: gen(a)gentube.com Subject: [otrs] Closed State To: otrs(a)otrs.org Message-ID: <20080516122924.fuws592busc0s4c0(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the appropriate queue, if the customer replies again? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 2 Date: Fri, 16 May 2008 18:47:47 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <7915E2BD-52EE-43CF-9CF2-9BE4DC18809F(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Right now, if a customer replies to a closed ticket, the ticket > remains closed and does not show in the queue. How do I configure it > so that a closed ticket will be marked as open again, and reappear > in the appropriate queue, if the customer replies again? Admin > Queue > Follow up Option: possible. Nils Breunese. ------------------------------ Message: 3 Date: Fri, 16 May 2008 12:54:18 -0400 From: gen(a)gentube.com Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org>, "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Message-ID: <20080516125418.h6tdjzjyocc4k48w(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > gen(a)gentube.com wrote: > >> Right now, if a customer replies to a closed ticket, the ticket >> remains closed and does not show in the queue. How do I configure >> it so that a closed ticket will be marked as open again, and >> reappear in the appropriate queue, if the customer replies again? > > Admin > Queue > Follow up Option: possible. > > 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/ > That's already set to "possible". ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 4 Date: Fri, 16 May 2008 19:11:02 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1176BA50-2029-4B77-80F0-187CEE766D0C(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > >> gen(a)gentube.com wrote: >> >>> Right now, if a customer replies to a closed ticket, the ticket >>> remains closed and does not show in the queue. How do I configure >>> it so that a closed ticket will be marked as open again, and >>> reappear in the appropriate queue, if the customer replies again? >> >> Admin > Queue > Follow up Option: possible. >> >> Nils Breunese. > > That's already set to "possible". What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig? It is set to 'open' by default. Nils Breunese. ------------------------------ Message: 5 Date: Fri, 16 May 2008 13:53:10 -0400 From: gen(a)gentube.com Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org>, "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Message-ID: <20080516135310.ds7m7o78e8w48o0s(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: <snip> > > What is Core::PostMaster::PostmasterFollowUpState set to in > SysConfig? It is set to 'open' by default. > > 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/ > Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 6 Date: Fri, 16 May 2008 14:35:59 -0400 From: "Jay Holler" <jayholler(a)gmail.com> Subject: Re: [otrs] Time Accounting To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <567e9ec70805161135l359ce923g1030cbc2922385da(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 James, That would be great if you could share your solution. Right now it appears to be the only way to do it. Rather unfortunate as the rest of the OTRS system handles our needs quite nicely. Thanks, Jay On Thu, May 15, 2008 at 12:14 AM, James Taylor <otrs(a)oakseed.demon.co.uk> wrote: > On 15 May 2008, at 06:20, Jay Holler wrote: > >> I am implementing an OTRS server in my organization and I am looking for a >> way to identify the number of hours reported in the "Time units (work >> units):" field by an agent when closing a ticket on a monthly basis by >> client. I have searched the list and website but have been unable to find a >> way to do this. > > We need exactly the same thing and have been equally surprised not to be > able to find such a basic report in OTRS already. I have been using a > complex SQL query in the MySQL shell to extract a monthly table of time used > by ticket for each customer, and I can show you the SQL for this if you'd > like to try doing the same. It's a rather manual process though. :-( > > I keep thinking there must be a way to do this within OTRS. Surely there are > many people using OTRS who need to bill their customers for the time they > used. The existence of the Time Accounting module suggests that the > developers recognise this. > >> I do not have any familiarity with Perl so coding my own solution is not >> an option for me. Can anyone provide any further information regarding time >> accounting? > > Well, I am comfortable using Perl (it was one of the things that attracted > us to OTRS) but we've only recently started using OTRS and there's a lot to > learn about the way it is internally structured before writing our own > extensions will become feasible. This is eventually what we will have to do, > of course, if there really is no existing way to get the monthly time > reports out. > > Please let me know if you find an answer. > > -- > James Taylor > > _______________________________________________ > 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/ > ------------------------------ Message: 7 Date: Fri, 16 May 2008 15:47:22 -0400 From: gen(a)gentube.com Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org>, gen(a)gentube.com Cc: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20080516154722.ledi51mj8gksws0g(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting gen(a)gentube.com: > Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > Thanks for you reply. PostmasterFollowUpState is checked and set to > 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but > is unchecked. Could that be it? Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue. I need to have tickets in every state but closed displayed in the queue. I need any ticket that has a response from the outside displayed in the queue, no matter how old the original ticket. How do I accomplish these two things? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 8 Date: Fri, 16 May 2008 22:48:01 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <0AF0355F-6C98-480B-920E-3091659838D7(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > >> What is Core::PostMaster::PostmasterFollowUpState set to in >> SysConfig? It is set to 'open' by default. >> >> Nils Breunese. >> > > Thanks for you reply. PostmasterFollowUpState is checked and set to > 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but > is unchecked. Could that be it? Hm, that's also unchecked on our installation. According to the docs this is the setting that is controlling this behavior, so you could try and check it: http://doc.otrs.org/2.2/en/html/ x12516.html#Ticket:Core::PostMaster:PostmasterFollowUpStateClosed Nils Breunese. ------------------------------ Message: 9 Date: Fri, 16 May 2008 22:57:28 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <79911552-8D62-4839-933D-ED3D2A2CD23D(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Quoting gen(a)gentube.com: > >> Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > >> Thanks for you reply. PostmasterFollowUpState is checked and set to >> 'open'. However, PostmasterFollowUpStateClosed is set to 'open' >> but is unchecked. Could that be it? > > Unfortunately, that didn't work, either. Here's a little more info. > When a customer responds to a ticket and it has been marked as > either "closed" or "responded", the ticket remains closed and is not > displayed in the queue. As it turns our, tickets marked as anything > but open are not displayed in the queue. pending, responded... none > of them show up in the queue. That's normal behavior. Once a ticket is locked by an agent it is no longer in the queue. It returns to the queue when unlocked. > I need to have tickets in every state but closed displayed in the > queue. I need any ticket that has a response from the outside > displayed in the queue, no matter how old the original ticket. How > do I accomplish these two things? I think you'll want to enable StatusView module and not mess with how the queue system works. Admin > SysConfig > Front::Agent::ModuleRegistration > check Frontend::Module###AgentTicketStatusView Now you have a StatusView button in the top bar which you can use to get an overview of all non-closed tickets in OTRS, regardless of queue or whether they are locked. Nils Breunese. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 58, Issue 33 ************************************

1 0

MIME::Parser: can't open tmpfile: Invalid argument
by ml 19 May '08

19 May '08

Hello List, i am getting this error oversudden: MIME::Parser: can't open tmpfile: Invalid argument Any idea where i have to debug/look? We are using OTRS 2.0.4 Thanks, Mario

1 0

Setting crons on windows
by Ramesh.Nernuru＠cognizant.com 15 May '08

15 May '08

Hi, In the OTRS2.2 Admin manual, at step 3.2.5, setting the cron jobs is explained for Linux/unix. Could anyone tell me the importance of this step and how we can do that on windows? I've installed OTRS in windows only. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

3 3

file manager permissions2
by Phil Maynard 15 May '08

15 May '08

Hellow, I've added the optional file manager application and after I created the /home/otrs-share folder I get an error when I try to copy a file through otrs, Message: Can't write /home/otrs-share///test.txt: Permission denied and did a chown to otrs user but still same result, what should the permissions be for this folder? Thanks, Phil

3 3

How get time when ticket was close?
by lidia sviderska 14 May '08

14 May '08

Hi all! I want get time created ticket and time when ticket was closed in CSV format via Search. There is time created, but nothing about time when ticket was closed. Help me, please Lidia

3 4

Re: [otrs] How get time when ticket was close?
by Klaus Bruno 14 May '08

14 May '08

Hi all select tn, create_time, change_time from ticket where (ticket_state_id = 2 or ticket_state_id = 3); ticket_state_id = 2 closed successful ticket_state_id = 3 closed unsuccessful regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, May 14, 2008 4:53 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How get time when ticket was close? Hi, I'm interested too, either if I've ask if someone has an sql statement, but noone has answered. I know that there are other peoples interested. Could it be a request of feature for a next release to have time spent in all state for a ticket or at least from open to close state ? Thank you very much Cheers. MV On Wed, May 14, 2008 at 4:21 PM, lidia sviderska <lidiasviderska(a)yahoo.com> wrote: > Hi all! > I want get time created ticket and time when ticket was closed in CSV > format via Search. There is time created, but nothing about time when > ticket was closed. > Help me, please > Lidia > > > _______________________________________________ > 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/ > -- Marco Vannini home: +39 02 900091454 mobile: +39 335 5340819 msn: marco69v(a)hotmail.com talk: marco.vannini(a)gmail.com icq: 58389316 skype: marco69v _______________________________________________ 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/

3 3

How can I show email content in the reply message?
by Daniel Chen 14 May '08

14 May '08

Hi, Now the customer can get an email with a url when I close a ticket. How can I show the content in the reply message? How can I get rid of those "*** THIS IS JUST A NOTE ***" ? The email is like: *** THIS IS JUST A NOTE *** The state of your ticket "2008051410000011" has been changed by "Admin OTRS" to "closed successful". http://helpdesk.exmaple.com/otrs/customer.pl?Action=CustomerZoom&TicketID=32 Your Operation Team *** THIS IS JUST A NOTE *** Thanks, Daniel Chen

2 1

Help me achieve Rich Text Formatting
by Go Wow 14 May '08

14 May '08

Hello All OTRS is a great stuff but the only annonying things about OTRS is that it only supports plain text. I want to compose emails in html rich text how do i achieve this? -- Those that make the rule don't play the game!!

2 1