May 2008 - otrs - OTRS mailing lists

Time Accounting
by Jay Holler 21 May '08

21 May '08

Hello, 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. 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? Thank you for your time, Jay Holler

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Caught in an Email Loop
by Buice, David R 21 May '08

21 May '08

Help! One of the tickets in our OTRS system keeps spawning the same email every six minutes. We thought we had stopped it last night but came in this morning and found a Gigabyte of space had been eaten up and the emails are still coming! How can I stop this? Do I need to edit one of the MySQL database pieces like Article_Plain or what? Or do I have a problem with our mailserver? We're drowning and need a life preserver quick! David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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Asset Inventory
by Ed Greenberg 21 May '08

21 May '08

Is there an Asset Inventory module for OTRS that would allow us to track assets and what tickets have concerned them?

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PostMaster Filter / mehr als ein X-OTRS-CustomerUser
by Klaus Bruno 21 May '08

21 May '08

Hallo zusammen Ich habe einen PostMaster Filter der mir für ankommenende E-Mails aufgrund der From: Adresse im Ticket ein paar Dinge setzt: - X-OTRS-CustomerNo - X-OTRS-CustomerUser - X-OTRS-SLA - X-OTRS-Service So weit funktioniert das perfekt. Nun möchte ich, dass das Ticket standardmässig zwei CustomerUser beinhaltet, weil der Kunde zwei verschiedene Organisationen hat, welche über den Status des Tickets informiert werden wollen. Ich habe mal einfach zwei E-Mail Adressen als Value im X-OTRS-CustomerUser eingetragen: helpdesk1(a)kunde.com, helpdesk2(a)kunde.com Resultat: OTRS nimmt die erste E-Mail Adresse und ignoriert die zweite. Dann habe ich angepasst und die Regex Syntax verwendet: (helpdesk1@kunde.com|helpdesk2@kunde.com) Resultat: OTRS nimmt wieder die erste E-Mail Adresse, schreibt aber immerhin in der History des Tickets, dass der Postmaster Filter beide Adressen "verarbeitet" hat. Hat jemand noch eine Idee? Ist meine Regex falsch? Kann man allenfalls für CC: einen X-OTRS- Eintrag generieren? Danke für irgendwelche Inputs! Gruss, Bruno

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Re: [otrs] Charset conflicts
by Sune T. Tougaard 21 May '08

21 May '08

I've had many of those utf errors when running 2.1.x. Danish characters in subject or attachment names usually triggered it. The postmaster process also usually hangs at this point, and no further pop3 imports are done until it has been forced. (at least on my Windows install) As mentioned, running Windows here, so i can't help you with the upgrade instructions. Should be fairly straightforward, though. Have a look at the UPGRADING file. -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21. maj 2008 14:43 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Charset conflicts Hi Sune, Changing the charset within OTRS til utf-8 solved the problem but gave me a new one. Fetching the mail from the mailserver results in a bunch of these lines: Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xe6) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 2207. Even though the mail gets through and a ticket is created. This installation is running OTRS 2.1.5 - maybe I should stop trying to fix this and just upgrade? Could somebody point me in the direction of an upgrade guide? -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Wednesday, May 21, 2008 11:42 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Charset conflicts I see the message too, when messing around with the charset in OTRS. However, changing the charset doesn't garble my text. I think that i had an issue like that once, but that was solved in a later version. (Or was it with imported usernames? Can't remember for sure) New e-mails as well as existing tickets? -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21. maj 2008 08:51 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Charset conflicts Hi Sune. Yes, it's an Exchange mailbox, but the message comes from OTRS. If I change the language of OTRS, the language of the message also changes. If I change OTRS to use UTF-8 then the message does not appear but the Danish characters in the tickets becomes garbled. It appears that OTRS somehow thinks the mail is in UTF-8 while it is actually in ISO-8859-1. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Wednesday, May 21, 2008 8:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Charset conflicts If my memory serves me right, i think that's pretty much the wording that the Exchange 5.5 IMC uses when it encounters a message with a charset it doesn't know. Would it by any chance be an Exchange server mailbox your OTRS install is accessing? -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 20. maj 2008 16:01 To: 'User questions and discussions about OTRS.org' Subject: [otrs] Charset conflicts Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- Lars _______________________________________________ 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] Charset conflicts
by Sune T. Tougaard 21 May '08

21 May '08

I see the message too, when messing around with the charset in OTRS. However, changing the charset doesn't garble my text. I think that i had an issue like that once, but that was solved in a later version. (Or was it with imported usernames? Can't remember for sure) New e-mails as well as existing tickets? -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21. maj 2008 08:51 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Charset conflicts Hi Sune. Yes, it's an Exchange mailbox, but the message comes from OTRS. If I change the language of OTRS, the language of the message also changes. If I change OTRS to use UTF-8 then the message does not appear but the Danish characters in the tickets becomes garbled. It appears that OTRS somehow thinks the mail is in UTF-8 while it is actually in ISO-8859-1. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Wednesday, May 21, 2008 8:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Charset conflicts If my memory serves me right, i think that's pretty much the wording that the Exchange 5.5 IMC uses when it encounters a message with a charset it doesn't know. Would it by any chance be an Exchange server mailbox your OTRS install is accessing? -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 20. maj 2008 16:01 To: 'User questions and discussions about OTRS.org' Subject: [otrs] Charset conflicts Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- Lars _______________________________________________ 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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Showing FAQ articles related to ticket created in customer interface
by Régis OBERLE 21 May '08

21 May '08

Hello OTRS fans, One of the features I found very useful as a customer of some helpdesk tool is the ability to show FAQ articles related to the ticket created by the customer. Is there any way in OTRS do do that ? Example: From the customer interface, once the ticket has been created (or just before, why not), OTRS shows the FAQ articles that correspond best with the key words of the subject or the message body. This helps the customer to find an answer to his problem, sometimes even before the agent response. What do you think about that ? Regards, Régis

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grouping responses
by Tabitha Stang 21 May '08

21 May '08

Hi, We love the "responses" feature in OTRS and use it a lot. As a result, we have many responses and although we've chosen names that promote a good organized response structure, the response list is still quite long and sometimes it's difficult to find what you want. Is it possible to somehow group responses? For example, if I have ten templates about "external issues", ten about "internal issues" and ten about "miscellaneous issues", is it somehow possible to group each ten, such that we would only have to look through 10 responses rather than 30? Perhaps like a tree structure? Thanks! Tabitha

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Re: [otrs] Charset conflicts
by Sune T. Tougaard 21 May '08

21 May '08

If my memory serves me right, i think that's pretty much the wording that the Exchange 5.5 IMC uses when it encounters a message with a charset it doesn't know. Would it by any chance be an Exchange server mailbox your OTRS install is accessing? -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 20. maj 2008 16:01 To: 'User questions and discussions about OTRS.org' Subject: [otrs] Charset conflicts Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- Lars _______________________________________________ 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] MyQueues
by Sune T. Tougaard 21 May '08

21 May '08

Under "Preferences" you can select queues as "My Queues". I think that you have to select some there before the indicator shows anything. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ed Greenberg Sent: 20. maj 2008 22:43 To: otrs(a)otrs.org Subject: [otrs] MyQueues Under what circumstances should there be an entry in "My Queues (0)"? I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero. Thanks _______________________________________________ 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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