July 2008 - otrs - OTRS mailing lists

Ticket # format Change
by Dave Wojciechowski 02 Aug '08

02 Aug '08

I have been running otrs for about 1 year, could not live without it now. But we started giving out ticket numbers over the phone as a standard when we verbally open a new ticket. was using the date + system id + checksum + date format. IE 2008072610000272 reading this to a customer usually results in Tech: ok your ticket number is 200807 Customer: wait wait wait let me get a pen Tech ok ready, 2008 0726 Customer: What 2008 267? Tech No that is 200807261000002 Customer What how many zeros... and on and on. If I change the ticket # generator to Auto Increment, any issues with changing mid stream? Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

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SessionID Invalid!
by Wes Plate 01 Aug '08

01 Aug '08

OTRS has been killing me lately with it kicking me out with a message saying Invalid "SessionID Invalid!". It has happened when traveling and using my laptop on a WiFi network but it usually happens on my iPhone when I'm NOT on a WiFi network, either Edge or 3G. The way it works is this: I log in and view the Queue. I might be able to zoom in on a ticket, but sometimes I get kicked out when I click Zoom. If I log back in, I get to see the zoomed ticket. Then I click "Empty Answer" to reply. I get kicked out. I log back in and I go to the Compose screen. I type my response, I click send and I get kicked out. I can log back in but my response has been lost. We have OTRS 1.3 installed, is there a way to config OTRS to use cookies or something that will prevent these crazy "SessionID Invalid!" messages? Please. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Character Encoding
by Jeff 30 Jul '08

30 Jul '08

We occasionally receive mail with incorrect charset headers or some other problem where all the characters can't be displayed. When this happens, the only thing we see in the body of the mail is the "malformed utf8" message. Is it possible to turn that off and have otrs display the contents of the mail even if it thinks it isn't correctly decoding it? In gmail, for example, some of these same mails do not display correctly, but enough is there that we can usually reply to it. Is it possible to tell otrs to be more tolerant of errors and show what it can? Any ideas or advise is welcome. Thanks. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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How to encrypt with PGP for multiple recipients
by olivier poncelet 30 Jul '08

30 Jul '08

Hello, I get the following message when I try to send to multiple recipients : * Just one recipient for crypt possible! Actually, the user interface does not seem to support multiple recipients for encryption, is it right ? The field "Crypt" in the Compose Answer interface displays only a combo box for choosing the encryption PGP key. Is it possible to configure PGP module to encrypt to multiple recipients ? Thanks in advance Olivier

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Character Encoding
by Manfred Dohmen 30 Jul '08

30 Jul '08

Hello Jeff, there's an ongoing discussion about exactly this topic right now on the German users list. We noticed problems with 2.3RC1 when an incoming mail has a wrong character encoding in its headers. In our case we had a mail where the headers said it would be charset "us-ascii", encoded 7bit, while the body contained German Umlauts. The result is that the body is cut at the first occurrence of an Umlaut. I agree with you that a incorrectly displayed mail is better than one that's not shown. But I don't know if someone thinks of changing this. Kind regards Manfred Dohmen ____________________________________________________________________ Ihre Messenger, Communities und E-Mails jetzt in einem Programm! WEB.DE MultiMessenger http://www.produkte.web.de/messenger/?did=3071

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Session timeout
by Hiren Joshi 29 Jul '08

29 Jul '08

Hello all, I'm running OTRS 2.2.6 on CentOS 4, the problem we are experiencing is when I zoom in on a ticket and compose an answer, if I spend more than, say, 10 minutes in replying, I get a session timeout when I click send. Would someone be able to point me to where I can find the setting for this? Many thanks, Josh.

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Detailed Ticket Report
by Pieter de Vries 29 Jul '08

29 Jul '08

Hi, Is it possible to create a detailed ticket report in OTRS::ITSM? We have the need to produce reports that contain some of the following headers: Ticket number:: Queue:: Date Created:: DateClosed:: Subject:: Description:: I have been playing around with the stats module but dont seem to be able to get the report I need. Regards, Pieter

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ITSM Libraries Cure Response Time Issues
by Buice, David R 28 Jul '08

28 Jul '08

(But I don't know why) As readers of these emails might know I upgraded our OTRS install from v1.2.3 to 2.2.6 (now 2.2.7). Everything seemed fine except that logging on and any action that went to AgentTicketQueue or AgentTicketMailbox took 1 minute, 20 seconds. Well, today, I installed the 3 libraries for ITSM, specifically, GeneralCatalog 1.1.2 <http://ftp.otrs.org/pub/otrs/itsm/packages11/GeneralCatalog-1.1.2.opm> , LinkObject2 1.1.2 <http://ftp.otrs.org/pub/otrs/itsm/packages11/LinkObject2-1.1.2.opm> , and ITSMCore 1.1.2 <http://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMCore-1.1.2.opm> . Now OTRS works like a charm and there is now appreciable lag time as mentioned above. I am happy but greatly confounded by this. Going to ITSM is good for us as we are supposed to be ITIL compliant. I just never thought that installing these libraries would fix my problem. In fact, I expected them to compound my problem. If anyone has a SWAG as to why this is working now I'd be ecstatic to hear it!! Regards, 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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POP3 question
by Michael Webber 28 Jul '08

28 Jul '08

I have the POP3 email to ticket working, but when a user emails a to the address, they get the new ticket reply and it shows up under the admin screen, but when they log into their customer login, it does not show up. Is there a way to have an emailed ticket show up under the customer login? Michael Webber

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RPM on Redhat/CentOS
by Robin Bowes 28 Jul '08

28 Jul '08

Hi, I'm just starting to look at OTRS on the CentOS platform. As is quite usual for a package that does not have any/many core devs using it on Redhat-flavours of linux (I assume), I have found that the otrs-provided spec file does not do things quite right for the Redhat-platform. Fortunately, there is an OTRS RPM in the epel repository which has a more suitable layout. I have successfully used this to rebuild the 2.30rc1 RPM. Unfortunately, it is not quite right - specifically, it needs some work on defining which files should me marked "%config(noreplace)" so they are not zapped when the RPM is upgraded. So, I'm looking for some feedback from the otrs team as to which files should be considered "configuration" files and not replaced when the RPM is upgraded. Can anyone give me some guidance in this? Thanks, R.

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