August 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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AUTO: Roman Dusek is out of the office. (returning 08/10/2008)
by DusekR＠kancelarskestroje.cz 02 Aug '08

02 Aug '08

I am out of the office until 08/10/2008. I will be out of the office starting 04.08.2008 and will not return until 10.08.2008. I will respond to your message when I return. V kancelari budu zpet v pondeli 11.8. Dekuji Note: This is an automated response to your message "otrs Digest, Vol 61, Issue 2" sent on 8/2/2008 2:00:02 PM,. This is the only notification you will receive while this person is away.

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mod_perl
by Maurice James Ny 01 Aug '08

01 Aug '08

I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before?

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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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CC'ing in Ticket Answers
by Andy Billington 01 Aug '08

01 Aug '08

We would like to be able to send Email Ticket Responses to multiple destinations automatically, e.g. responses to tickets raised by user1@company1 would also be automatically be cc'd to helpdesk@company1, as well as going back to user1 himself. This could either be set at Customer Company level, or when each user is setup we could add the auto cc as a user property (I can do that, but how do I get OTRS to read in that field and cc outbound emails to it?) Thanks Andy

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