May 2008 - otrs - OTRS mailing lists

Apache not running
by Ramesh.Nernuru＠cognizant.com 14 May '08

14 May '08

Hi, I'm getting this error when starting the Apache after a few config changes. [Wed May 14 18:27:07 2008] [error] Can't load Perl file: d:/otrs/scripts/apache2-perl-startup.pl for server localhost:80, exiting... When I ran the apache2-perl-startup.pl script as perl -w apache2-perl-startup.pl, got an error like: [Wed May 14 18:23:51 2008] apache2-perl-startup.pl: Use of uninitialized value $ENV{"MOD_PERL"} in pattern match (m//) a t apache2-perl-startup.pl line 7. [Wed May 14 18:23:51 2008] apache2-perl-startup.pl: MOD_PERL not used! at apache2-perl-startup.pl line 7. But the mod_perl.so is already loaded in httpd.conf.as LoadFile "C:/OTRS/Perl/bin/perl510.dll" LoadModule perl_module modules/mod_perl.so Include "C:/OTRS/otrs/scripts/apache2-httpd-new.include.conf" Please suggest me where I'm going wrong 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.

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Postmaster filter not working with non root queues
by João Ricardo Marques Mota 14 May '08

14 May '08

Hello. I'm trying to define filters to sort incoming mails into different non root queues. The thing is it doesn't work. I've tried to change it to a root queue and it worked. The filter is based in a regular expression matching the mail's subject. I set the X-OTRS-Queue to the name of the queue I want this kind of messages being forwarded to (named MYQUEUE). # ./PostMasterPOP3.pl Message 1/1 (xxxxx(a)pop.myserver.com) ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue May 13 09:31:50 2008 Message: Found no $QueueID for MYQUEUE! Traceback (31073): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.19) Line: 110 Module: Kernel::System::PostMaster::Run (v1.65) Line: 318 Module: main::FetchMail (v1.25) Line: 206 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 Connection to pop.myserver.com closed. Is this a known bug? Any suggestions other than moving the queue to the root level? Thanks. Joao Ricardo Marques Dpto. Sistemas cupagroup Telf.: +34988335410 Móvil: Fax: +34988335599 Email: jrmarques(a)cupagroup.com --------------------------------- AVISO LEGAL Este mensaje se dirige exclusivamente a su destinatario. Puede contener información privilegiada, confidencial o legalmente protegida. Si ha recibido este mensaje por error le rogamos que lo borre inmediatamente, así como todas sus copias, y lo comunique al remitente. En virtud de la legislación vigente está prohibida la utilización, divulgación, copia o impresión sin autorización. No existe renuncia a la confidencialidad o privilegio por causa de una transmisión errónea. DISCLAIMER This message is intented exclusively for the named person. It may contain confidential, propietary or legally privileged information. No confidentiality or privilege is waived or lost by any misstransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. Your must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intented recipient. AVERTISSEMENT LEGAL Ce message est strictement réservé à la personne à qui il est dirigé. Il peut contenir une information confidentielle ou légalement protégée. Si vous avez reçu ledit message par erreur, nous vous remercions de bien vouloir l´effacer de même que toute copie existante dans le disque dur, ainsi que de le notifier à son expéditeur. Selon la législation en vigueur, l'utilisation, la divulgation, la copie, ou l'impression sans autorisation sont interdits. Il n'existe pas de renonciation à la confidentialité ou de privilège en raison d'une transmission erronée.

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Moving a locked ticket to a different queue
by Lars Jørgensen 14 May '08

14 May '08

Hi. Is it possible for a supervisor to move a ticket locked by an agent to another queue without taking ownership of the ticket? -- Lars

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How to 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

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postmaster.pl .. multiple ticket requests in user account.
by Jeff 13 May '08

13 May '08

Hi, Version 2.0.4 on RedHat. We have our tickets sent to a "local" account on the otrs server and then have postmaster.pl check that account on 1 minute intervals. My problem occurs when a multiple "requests" are sent to the user account within the same minute. When this happens PostMaster.pl only creates one ticket instead of two + tickets. Is there a way to process the email and make more than one ticket when this happens. Example of users email received: >From nobody(a)im.fsg Tue May 13 11:31:26 2008 Return-Path: <nobody(a)im.fsg> Received: from im.fsg ([192.168.100.4]) by ticket.com (8.13.7/8.13.7) with ESMTP id m4DIVQn0007484 for <otrs(a)ticket.com>; Tue, 13 May 2008 11:31:26 -0700 Received: (from nobody@localhost) by im.fsg (8.11.6/8.11.6) id m4DIJhv21650; Tue, 13 May 2008 11:19:43 -0700 Date: Tue, 13 May 2008 11:19:43 -0700 Message-Id: <200805131819.m4DIJhv21650(a)im.fsg> To: otrs(a)ticket.com From: tacoma@.com Subject: New case in the Hardware queue. Text: HI. Our gold printer isn't working. ..... >From nobody(a)im.fsg Tue May 13 11:31:30 2008 Return-Path: <nobody(a)im.fsg> Received: from im.fsg ([192.168.100.4]) by ticket.com (8.13.7/8.13.7) with ESMTP id m4DIVQe3007485 for <otrs(a)ticket.com>; Tue, 13 May 2008 11:31:26 -0700 Received: (from nobody@localhost) by im.fsg (8.11.6/8.11.6) id m4DIJi321655; Tue, 13 May 2008 11:19:44 -0700 Date: Tue, 13 May 2008 11:19:44 -0700 Message-Id: <200805131819.m4DIJi321655(a)im.fsg> To: otrs(a)ticket.com From: tacoma@.com Subject: New case in the Hardware queue. Text: HI. Our gold printer isn't working..... ****************************************************************************************************************** Example of Ticket created:You will see the "NEW" ticket was created but the second request was added as additional "text" instead of a "NEW" ticket. *From:* tacoma@com *To:* otrs(a)ticket.com *Subject:* New case in the Hardware queue. Text: HI. Our gold printer isn't working.... >From nobody(a)im.fsg Tue May 13 11:31:30 2008 Return-Path: <nobody(a)im.fsg> Received: from im.fsg ([192.168.100.4]) by ticket.com (8.13.7/8.13.7) with ESMTP id m4DIVQe3007485 for <otrs(a)ticket.com>; Tue, 13 May 2008 11:31:26 -0700 Received: (from nobody@localhost) by im.fsg (8.11.6/8.11.6) id m4DIJi321655; Tue, 13 May 2008 11:19:44 -0700 Date: Tue, 13 May 2008 11:19:44 -0700 Message-Id: <200805131819.m4DIJi321655(a)im.fsg> To: otrs(a)ticket.com From: tacoma@.com Subject: New case in the Hardware queue. [...]

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Re: [otrs] Multiple addresses per queue
by gen＠gentube.com 13 May '08

13 May '08

Quoting Marco Vannini <marco.vannini(a)gmail.com>: > Assuming that your host is a *nix and you could set up a fake dns to > resolve an mx record that point at the machine itself (or disable mx > checking in otrs) and that you use sendmail on it, you could create a > distributionlist(a)localhost.localdomain then, modifing your > /etc/aliases file, create a: > > distributionlist: name1,name2,name3 > > and then a newaliases. > > Then you could use distributionlist(a)localhost.localdomain as email address. > > > Obviuosly, if you manage you mail server you could do that all on it > directly... > > Hope it was clear... > > Cheers. > > MV > > On Tue, May 13, 2008 at 4:40 PM, <gen(a)gentube.com> wrote: >> How do I add a multiple email addresses to a queue? >> Thanks for the reply. I'm sorry that I wasn't more clear. I already have something like what you described set up. What I need is multiple system addresses for a single queue. User Joe has 3 aliases that all point to the mailbox that otrs checks, but only one of those aliases is associated with Joe's otrs queue -- mail to his other two aliases ends up in the general queue. Is it possible to do what I need? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Multiple addresses per queue
by gen＠gentube.com 13 May '08

13 May '08

How do I add a multiple email addresses to a queue? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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OTRS + OCS
by syareefdol 13 May '08

13 May '08

Hey guys, Currently I'm implementing OTRS for my company. So far, we quite enjoy to use it with some modifications and add on. But here the question goes; 1) Before OTRS system use for our company, I'm using OCS-ng which is open source for our inventory and tracking system of equipment. Here the trick; how can I extract all data inside OCS-ng and push it to all in OTRS/ITSM system?? I've been thinking this lately but serious no idea for this moment. It would be great if this can be done which using OTRS system as our core system in company. Thanks anyway for reading my mail and hope someone will reply soon. Cheers, Syareefdol.

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SLA notification
by Jan Hejl 13 May '08

13 May '08

Hello OTRS, I would like to set up notification for SLA response. More accurately notificate agents about lost response and solution time. Is here any possible way? Thanks Jan

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FW: Time units, normal time vs. overtime
by Sune T. Tougaard 13 May '08

13 May '08

Just in case this got lost in the list problems some time ago, here i ask again. Thanks. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 23. april 2008 10:11 To: User questions and discussions about OTRS.org Subject: [otrs] Time units, normal time vs. overtime Hi, I'd like to "expand" the "Time Units" field when handling tickets. My users have a need to distinguish between normal time used on a ticket and overtime used. (for billing and statistical purposes, for example) I'm imagining that it's a fairly simple thing to do, but i have no idea how to, as i'm really not a coder. Can anyone help? Have also had a look at the "Time Accounting" module, but... I just didn't get it. And it seems a bit overkill for what i need. Thanks. -- /Sune

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