July 2008 - otrs - OTRS mailing lists

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by Alex 18 Jul '08

18 Jul '08

Hi all I have the following problem, in OTRS system I can not get answer of system for my message. I cheked all options. Can you help me guys ?

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Non-English Tickets
by Hooman Mesgary 18 Jul '08

18 Jul '08

Hi, I have problem in adding a ticket in Persian. I think when it is going to write to SysLog, it cause an error because of Persian character. 1. Does anyone in any language has the same problem? 2. Any idea what should I do? by the way I have submitted the bug to trace it. http://bugs.otrs.org/show_bug.cgi?id=3095 Regards, -Hooman -- http://mesgary.com

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Mssql issues
by Chad Pritchett 17 Jul '08

17 Jul '08

I still haven't been able to resolve my issue with mssql. I've got an install of 2.3 running and I've run the scripts to setup the database on our sql 2005 server. Otrs connects, but I'm getting this when I try to go to the login page: Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 624. There was no error on the scripts and everything works fine when you point it back to mysql, so it has to be something in the database. Is there something that needs to be changed? Thanks, Chad

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System Address - name = email address?
by Andrew Glossop 17 Jul '08

17 Jul '08

Just want to be certain I understand this correctly. In Admin / Email Addresses, when you add a new System Address. The example says: Email: Realname: Queue: But when you go to add an address, the fields are labelled as: Name: Realname: Queue: Valid: Comment: I just want to confirm that where it has the field "Name", it is actually referring to an email address. This seems to be somewhat confusing. Instead of name/realname, I think it would be better to have email/name. When editing a queue, assigning a "Systemaddress:" shows them listed as Name (Realname). So I assume that would be something like someone(a)domain.com (Real Name). I would rather this be swapped, so that it's Real Name (someone(a)domain.com) Instead of Systemaddress:, I suggest it should be either Email Address: or System Address: The admin link, under the System column is Email Addresses. Then it refers to System Address. I think it should be consistent, and both should be the same. Either System Address or Email Address. I'd prefer to see Email Address, as it is in the link (Email Addresses), as that seems to be exactly what these are. Maybe refer to them as System Contacts, instead of System Addresses, as a contact consists of a name and an email address. These may simply be translation issues, but I'm not sure. If my suggestions are valid, I'll add them to bugzilla. "All incoming emails with this "Email" (To:) will be dispatched in the selected queue!" - I presume this means that the recipient email address in a new email/ticket will be used to direct the ticket to a specific queue. Is it possible to receive emails sent to different email addresses into one queue? Is it possible to receive emails into a queue, but the responses are sent using a different email address? Emails sent to support1(a)domain.com & support2(a)domain.com would both be received into the same queue, but then use support3(a)domain.com for the response.

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pop mail time
by Mike Li 17 Jul '08

17 Jul '08

Dear all, In the process of my testing, i send one mail to the demo system demo(a)otrs.org, i could see the new ticket quickly, but if i send one mail to my owe OTRS system xxxxxxxx(a)yahoo.com, i must need wait more time to see the new ticket, i checked more time, but did not find any clues on this case. Any reply is appreciated, thanks. ENV: OTRS 2.2.7 and CentOS 5.x M.

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How to set DNS server in OTRS?
by Camilo Vieira 17 Jul '08

17 Jul '08

Hi, I was just wondering if somebody to know how to set DNS servers within OTRS. Thanks. Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

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Access to the tickets
by Yasir M. Arsanukaev 16 Jul '08

16 Jul '08

Does anybody know if one can autoassign rights to customers ? I need to make all the queues to be RO by customers so that the tickets remain visible to them via customer.pl wherever tickets are. There's CustomerGroupAlwaysGroups which can assign users to groups, but it gives them not only RO but also RW rights to the group. I found group_customer_user table in OTRS DB I could add records to via script/triggers/etc.

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reporting by users
by Igor Bilis 16 Jul '08

16 Jul '08

What's the best and simple way to churn out a report on agent's performance in how many tickets closed and etc.? Thanks.

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Re: [otrs] How to set SMTP server on OTRS?
by Camilo Vieira 16 Jul '08

16 Jul '08

Thanks Daniel, I’m going to try.. Camilo Vieira • Infra-estrutura de redes • 55 11 7643-4895 Navita <http://www.navita.com.br/> • Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> • 55 11 3897-3797 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniel Castro Sent: quarta-feira, 16 de julho de 2008 17:44 To: User questions and discussions about OTRS.org Subject: Re: [otrs] How to set SMTP server on OTRS? Edit Kernel/config.pm and add the following: # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "<smtp server address>"; $Self->{"SendmailModule::AuthUser"} = "<smtp user>"; $Self->{"SendmailModule::AuthPassword"} = "<smtp password>"; $Self->{'SendmailModule::Port'} = '25'; Bets Regards, 2008/7/16 Camilo Vieira <camilo.vieira(a)navita.com.br>: Hi, I'm a newbie in this community and I have one doubt. Is there any way to configure a default smtp in the OTRS to send all e-mails? Thanks, Camilo Vieira • Infra-estrutura de redes • 55 11 7643-4895 Navita <http://www.navita.com.br/> • Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> • 55 11 3897-3797 _______________________________________________ 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/ -- 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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How to set SMTP server on OTRS?
by Camilo Vieira 16 Jul '08

16 Jul '08

Hi, I'm a newbie in this community and I have one doubt. Is there any way to configure a default smtp in the OTRS to send all e-mails? Thanks, Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

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