June 2008 - otrs - OTRS mailing lists

Due Date calculation
by Aysel Pamuk 09 Jun '08

09 Jun '08

Hello, I have created a queue SEVERITY-3 with Calendar 1(8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constraint is not taken into consideration. How can I make DUE DATE calculated to 10 days later. Thanks in advance, Aysel

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Agent notification - Queue Move
by Lucas Keller 09 Jun '08

09 Jun '08

I have an interesting issue, that I am unable to find a configuration change for (though, it probably does exist somewhere!). Situation (simplified): Queue 1: SubQueue - A SubQueue - B Agent1 has queue 1 and SubQueue A as "My Queues". Ticket comes in to queue 1, notification goes to agent. Ticket gets moved to SubQueue A, and agent gets a notification. (Working as I would expect). Now, agent1 goes and looks at said ticket, and moves ticket to SubQueue B. Agent 2 has SubQueue - B as a "My Queues" and does NOT get a notification. This is one simple showing of this, but really.. we are moving tickets around a little more often than this between several different subqueues. The only time we get any notifications of new tickets in a queue is when they first come in and the first subqueue they get moved into. Is this normal? Can we change it so that we get a notification EVERY time a ticket goes into another queue? Thanks, Lucas Keller Prophet Network Integration (o) 602.454.0471

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missing Service type items from the dropdown...
by adrian guevara 09 Jun '08

09 Jun '08

Hi, I have 21 valid items on my service list. The trouble is, only 12 of them are appearing on the service drop-down list (from the email ticket or anywhere...). Is there a limit to the number of services that you can add to OTRS? Thanks in advance!

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otrs 2.3 beta 2 AD integration
by hamood Iqbal 08 Jun '08

08 Jun '08

hi, i installed otrs 2.3 beta 2 b/c it has some features like imap/ajax that are important to us. i used the same lines that i put in con fig.pm for otrs 2.2 to authenticate against Active directory but this version is giving error that your user name or password was entered incorrectly. my last version was 2.2.6 and it worked with AD. i am also sending my otrs.log file. Any idea waht is wrong? or i am doing something wrong. Thanks

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OTRS Issue with System E-mail Addresses
by Henry Chang 07 Jun '08

07 Jun '08

Hello All, I'm currently having an issue with one of my OTRS system addresses. I have an e-mail account accounts(a)domain.com and I have a queue named Accounts that has a sub-queue Accounts::General. I've set the system address to file all new tickets into the sub-queue Accounts::General. However, whenever new tickets come in OTRS is still sorting my e-mails into the main Accounts queue. I have a bunch of other system e-mail addresses setup up in the same manner and all of them seem to be able to sort the new e-mail tickets into the correct sub-queues correctly except this one. Can someone point me in the right direction? Did I just forget to configure something somewhere that I might have done in the past? Thank you. :) Henry

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Re: [otrs] PostmasterPOP3.pl - No mail import
by Sune T. Tougaard 07 Jun '08

07 Jun '08

Hi Shawn, >> Since also sometime last week, the PostmasterPOP3 script doesn't import >> mails. >> No events recorded in the OTRS log, but in the CRONw log i see the >> following: > Try running the Postmaster.pl from the command line to get more output. Thanks, and sorry, i forgot to mention that the import actually works just fine from the command line. No problems at all. So until i figure out what's going on, i'm running it from a scheduled task in windows instead of using the cronw. The other cron tasks seem to execute as they are supposed to. And since it used to work and has done so for quite some time, the culprit may lay with the configuration of the OS. I'll see if i can dig something up. Thanks. -- /Sune

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bulk actions
by Jamie Spence 07 Jun '08

07 Jun '08

Anyone ever had teh bulk action functionality stop working? I can select multiple tickets but teh bulk action link doesnt any longer bring up the action screen. Any ideas? Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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2 slashes in address field (http://myserver//otrs/index.pl)
by Henry 06 Jun '08

06 Jun '08

Hi all, I have a big problem. I install OTRS in my web server, and works fine. But, when i post any form, the system changes *http://myserver/otrs/index.pl *to *http://myserver//otrs/index.pl*, and browser shows page not found. I search in the system and find the variable $Env['CGIHandle'], witch manipulates this process, but i dont find where change this. This happens in any forms, even in customer.pl, or faq.pl. Someone have a tip? NOTE: in my local virtual machine system works fine. My server is a Fedora 4, and my local machine is a slackware 10.2. Regards, Daniel Rocha

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Responsible vs Owner
by gen＠gentube.com 06 Jun '08

06 Jun '08

I have a few queues that are used by several people. The setup is that we have both shared support queues and personal sales queues, which I assume is a common situation. What we want is to open the queue in lite mode and immediately see who is responsible for each ticket, but right now the owner is displayed to the right of the ticket. It would also be fine to just assign ownership to the responsible person, but changing the owner also moves the mail to that person's personal queue. I need to either display the responsible person in the queue view, or change it so that an ownership change does not move the ticket to a new queue. Any help would be greatly appreciated. I have looked all over the config and I'm missing this. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Locked Tickets Disappearing/New Message Counts are off
by dohboy 06 Jun '08

06 Jun '08

We've recently migrated from OTRS on windows to OTRS on linux and a strange phenomenon is happening. When a new message appears in the queue, the support staff will lock the ticket before working on it. When they lock the ticket, they expect the ticket to appear in their "Locked Tickets" and "New Messages" queue. What is happening is the counter on the screen that says Locked Tickets and New Messages goes up by 1, as expected, but the ticket itself is not visible in either queue. In this case, the "New Messages" queue count is 7, but when look at the New Messages, only 6 are listed. The same is true for the "Locked Tickets" queue, the number of messages listed does not match the number of actual tickets visible in the queue itself. In this case there is a 2 ticket discrepancy. This seems like a database table issue. I checked my mysql version, I'm running 5.0.51a-3ubuntu5.1. I ran 'RebuildTicketIndex.pl', and 'mysqlcheck -u root -p --auto-repair --check --optimize --all-databases'. I'm not sure what to do next, since the problem is still happening. Suggestions/advice? Thanks Ron

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