May 2008 - otrs - OTRS mailing lists

Ticket reminders on closed tickets
by Arnold Ligtvoet 26 May '08

26 May '08

Hi, I have an issue here with tickets that are in a closed state, but a reminder is being sent via mail to the agent. All tickets have had a reminder set and were (and are) in closed status. The tickets do not appear in any queue or in the locked tickets. When I click on the link in the reminder I can see that the ticket is closed successful and in normal state. If I now lock it again and close it, it will send another reminder in a couple of days. Anyone any idea? Am I forgetting to run a cron job or something? Regards, Arnold Ligtvoet

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Special characters in survey emails
by Régis OBERLE 26 May '08

26 May '08

Hello OTRS fans, I'm currently implementing the survey module and found an issue: The customer e-mail content stored in the param "Survey::NotificationBody" does not show special character nor accents in the sent e-mail. I did a hard job to have special characters correctly displayed in all parts of OTRS (web interface, e-mails, LDAP) and everything works fine except for survey e-mails. Can anyone help on this please ? Thanks and regards, Régis

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How do I migrate OTRS from Windows to Linux?
by dohboy 24 May '08

24 May '08

I was wondering if anyone has a how-to or a list of steps to follow when migrating OTRS from Windows to Linux. I've tried once unsuccessfully. I've currently got a working OTRS 2.2.6 system running on windows. It was installed with the win32 installer available on www.otrs.org. My target system is Ubuntu 8.04. I'm no linux expert but I can figure out enough to get myself in trouble. On my first attempt, I installed mysql-server, mysql-client, and otrs2_2.0.4p01-18_all.deb. Then I copied all the var/articles over, copied the entire contents of the mysql/data folders (yes this is probably a bad idea, but since the machine is dedicated to otrs I didn't see any need to preserve anything), and the kernel/config.pm and kernel/config folder. Then I manually edited config.pm to change the "c:\" paths to /usr/share/otrs. After restarting mysql, I was able to access the otrs database with the otrs account and password without a problem, but I started getting file-system permission errors trying to access /var/lib/otrs/article when i fired up otrs... this is where I started getting confused, because the application runs in apache2 as www-data but the files and directories are all owned by otrs:www-data.. it seemed to me that it ought to be running with suexec as otrs, but that was beyond the scope of my understanding. Instead I tried granting www-data write permission to the var/articles directories. That got around the permission problem, and I'm able to reach the otrs logon page but it wont accept my credentials. I think I just totally borked this entire setup so I think I need to start fresh with some step by step documentation. If anyone can provide some assistance or some step by step instructions I would greatly appreciate it! Thanks

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Queues organization
by Sébastien Prud'homme 23 May '08

23 May '08

Hi, Can someone explain me the advantages of using a tree of queues (using subqueues) instead of using a flat structure (no subqueues). Thanks!

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Updating CustomerCompany does not update.
by Paulo Abreu 23 May '08

23 May '08

Hello, I'm updating a CustomerCompany, otrs popups a successful message (and system log), but nothing is changed. I'm using otrs 2.2.4; could someone point me a way to investigate this? Wed May 21 15:57:06 2008 notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! Wed May 21 15:56:31 2008 notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! Wed May 21 15:56:19 2008 notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)!

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Error while creating a new survey
by Régis OBERLE 23 May '08

23 May '08

Hello everybody, While creating a new survey, I get this error message: error OTRS-GenericAgent-10 Attanchen: Can't run GenericAgent Job 'test' because no search attributes are used!. notice OTRS-GenericAgent-10 Run GenericAgent Job 'test' from db. It worked on my test instance of OTRS, but not in the live one. Any help would be appreciated. Regards, Régis

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Automatically reject tickets
by Lars Jørgensen 23 May '08

23 May '08

Hi, We're setting up a system to exclusively deal with mails coming from some web forms. If people try to mail OTRS directly, we want to reject that ticket and send them a reply to please use the forms instead of mailing directly. I can use a postmaster filter to direct these mails to a specific queue, an auto reply on the queue and set up a generic agent to delete these tickets on a regular basis. This works with one major problem for me: The auto reply includes a ticket number in the subject line. Is there a smarter way of doing this? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Re: [otrs] What are SLA and Services?
by Klaus Bruno 23 May '08

23 May '08

Hi Regis First you have to install the package with the package manager of otrs. The you jump into this module by clicking on its icon. Then you have to create one new survey wiht your questions for the customer. After that you have a survey and you can click on its number (e.g. 10001). On the following page you will see some details about this survey and on the right side, the status of the survey itself (Status: invalid). That means, your survey is not activated and will not sent out. You have it to change to "Master". Have a look at the other options in the sysconfig menue with group selection "Survey" regards, Brno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Régis OBERLE Sent: Friday, May 23, 2008 8:53 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Hello, By reading this thread, I discovered the survey module I wasn't aware of. Is seems to be very interresting for us. But there is no manual for this module. Can you explain be the basics ? "If the status is Master" =which status ? The status of what ? Where do you set this status ? Igor: how do you create forms ? You seems to know a lot of thing regarding the survey module. Can you share you experience ? Thanks and regards, Regis -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Klaus Bruno Envoyé : vendredi 23 mai 2008 07:59 À : User questions and discussions about OTRS.org Objet : Re: [otrs] What are SLA and Services? Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor <igorhmm(a)gmail.com>: Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <gowows(a)gmail.com> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <shawn.beasley(a)otrs.com>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> 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 >> >> >> _______________________________________________ >> 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/ > > > > -- > Those that make the rule don't play the game!! > _______________________________________________ > 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/ > _______________________________________________ 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/ -- Those that make the rule don't play the game!! _______________________________________________ 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? =tp://www.otrs.com/ _______________________________________________ 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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Re: [otrs] Recently getting these errors fro OTRS :- Malformed UTF-8character (unexpected ......
by Klaus Bruno 23 May '08

23 May '08

Hi Mike Did you migrate from request tracker (rt3) to otrs? Is it possible, that some fragments (e.g. pop3 jobs) were sleeping in the deep of your machine and now magically awoke? regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Dent Sent: Thursday, May 22, 2008 7:27 PM To: User questions and discussions about OTRS.org Subject: [otrs] Recently getting these errors fro OTRS :- Malformed UTF-8character (unexpected ...... Hi, 3 days ago i noticed i started getting messages from cron daemon on my OTRS box of the form:- Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 669, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 670, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 671, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 672, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 674, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 675, etc etc Since this time I am receiving no notifications from OTRS and no tickets are being created. I checked /var/log/messages and noticed at the time I started getting these reports from cron, the log was showing:- May 19 19:30:05 rt3 OTRS-PM3-30[14784]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/14612) ! And every so often I get:- May 20 10:30:04 rt3 OTRS-PM3-30[30434]: [Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterPOP3/rt3.blah.local/29415, because 1 hour old! May 20 10:40:05 rt3 OTRS-PM3-30[30620]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/30434) I'm running otrs 2.1.7 Any pointers as what might have gone wrong? Thanks Mike

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Customer users
by Jamie Spence 23 May '08

23 May '08

Does anyone know if its possible to have a customer user see tickets from multiple customers. Basically see all tickets through teh customer interface? Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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