June 2008 - otrs - OTRS mailing lists

Looking for _fast_ GUI to Delete and Closed Tickets
by ml＠bortal.de 24 Jun '08

24 Jun '08

Hello List, we have LOT of open and new Tickets in our System. About 80% of it is useless or spam. Is there a GUI which is a little faster and better to use than the Webinterface? We mainly want to Delete (spam) or Close Tickets (obsoltete stuff). Thanks, Mario

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Problem receiving emails from an existing mailboxes into OTRS
by Richard Cross 24 Jun '08

24 Jun '08

Hi, I've just set up OTRS and have managed to get it to retrieve mails using the POP3 retrieval perlscript from my company's 2 existing support IMAP mailboxes. I have also read the documentation (English version). The problems are as follows: 1. It has retrieved every single mail item going back to 2006, resulting in just over 1,000 tickets. Is there a way to limit the number of emails retrieved, or to specify that only emails after a certain date are retrieved? 2. It has deleted every single mail from both IMAP mailboxes (help!), so now none of my colleagues who use those mail boxes can read the old emails. Is there a way to retrieve emails without removing them from the server? 3. The tickets are ordered with the oldest at the top of the list. Is there a way to change this? 4. I notice that one of the ticket queue links is flashing - what does this mean? Thanks, Richard Cross Rockshore Ltd.

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OTRS + OPENLDAP - HELP
by Sivakumar ☺ 24 Jun '08

24 Jun '08

Hi , Have a great day... Please help me to ingrate with OTRS & OPENLDAP. My domain name is example.com I expecting your reply soon. It is very urgent requirement, anyone help me !!!! -- Thanks & Regards Sivakumar. E

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replaced with database email
by Lars Jørgensen 23 Jun '08

23 Jun '08

Hi. Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party. When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket. Is there any way to stop this behaviour? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Another newbie question...
by Daniel Castro 23 Jun '08

23 Jun '08

Hi, I am trying to configure OTRS to send an email to a specific person when the client create a ticket. For example, I want that as soon as every ticket creted in Queue1 the server sends an email to supportanalyst1, Queue2 supportanalyst2 and so ever... Thank you very much, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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TSV output to CSV
by Mike Alsweiler 23 Jun '08

23 Jun '08

Hello all. I would like to change to output of the Search CSV format to be comma separated rather than tab separated. I am running version 2.2. I found the tip below in the mailing list. My quesiotn is (sorry, I'm a newbie!) if I change this code as suggested below, will I need to recompile the application? Thanks in advance Mike > Has any one noticed that any reports that you try to generate in CSV > format never come out correctly because data is separated by ; (semi > colon) instead of , (comma) . Does anyone have a fix for this? ...unfortunately there's no CSV-separator config param (yet). So you find the code in Kernel::System::CSV (sub Array2CSV). In version 1.10.2.1 the following two lines 'are responsible' for the semicolon: 106: $Output .= "\"$Entry\";"; 121: $Output .= "\"$Content\";";

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Standard Type for New Ticket Creation at Customer Web Interface
by Ann Lee 20 Jun '08

20 Jun '08

Hi guys, Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :( Best Regards Ann

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How can I select more than 28 tickets for bulk action?
by David Baratech 20 Jun '08

20 Jun '08

Hi all! I have been reading the whole OTRS manual, and I found some tips. For example in my queue view now I can view more than 25 tickets (actually I see 100 tickets). However, I'm not able to select the whole tickets for bulk action; When I try it, I only get 28 selected tickets in the bulk action screen, and not the hundred I tried. Does anyone knows wich filed must I modify in order to select all available tickets for bulk action?, and then in the bulk action screen be able to see all these previous selected tickets ready for a bulk action? Thank you and best regards! -- David

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Reopen pending reminder
by CARNINO Daniele 20 Jun '08

20 Jun '08

Hello all, in our OTRS implementation we are planning to only use "pending reminder" status, togeter with "close" and "open". I have two questions for you: a) There's a way to have the "pending reminder" tickets reopened automatically at the end of pending period? I've try with Ticket:StateAfterPending in Core:Ticket with no success. Should I use the generic agent for that duty? b) Furthermore, there's another way to set manually the status to "open" other than using "compose answer" and set the new status? This, because we don't want let the customer know that ticket has reopened. Ciao, d. Daniele Carnino ICT - Architetture FIAT Services S.p.A. Corso Ferrucci, 112/A Block 1, 5th Floor, Room 540 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note

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Setup Issue on RHEL5 (Access Denied)
by Steve Rizkalla 20 Jun '08

20 Jun '08

Hi everyone, we're trying to install this onto a RHEL5 server and all seemed to have gone well but otrs doesn't start with the following messages. I don't see any other setup tasks involving the database but it is definitely running, I can log into it just fine. I do not know however the otrs user password for MySql. Maybe I don't even need to know it, who knows.... This looks like it would be a common problem so I thought I'd ask the list for help. Thank you! Steve [root@ftp ~]# service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at /opt/otrs/Kernel/System/DB.pm line 203 ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Fri Jun 20 01:58:15 2008 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (5253): Module: Kernel::System::DB::new (v1.75.2.1) Line: 180 Module: /opt/otrs/bin/CheckDB.pl (v1.17) Line: 49 No database connect! Error! May your database isn't configured yet? Try the web installer to configure your database: -->> http://ftp.helicosbio.com/otrs/installer.pl <<-- or configure your database with README.database (DB - Setup Example) [root@ftp ~]# _________________________________________ Steve Rizkalla Helicos BioSciences Corporation 617-264-1876 office 617-264-1776 fax http://www.helicosbio.com

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