October 2009 - otrs - OTRS mailing lists

strange behavior on notification
by Marco Vannini 22 Oct '09

22 Oct '09

Hi all, Just to know if someone else had this... If I try to open a ticket as agent by phone ticket and having notification event for ownership active, it seams that client receive notification about ownership of the agent that inserted item either if the ticket is not yet locked by the same operator. Infact ticket results to be: open unlock in charge (the name of the operator that had compesed the phone-ticket) but it hasn't in his locked ticket. This would send to many notification of ownership changes to customer. I don't know if I was clear enoght... but ... it this the correct behavior ? Thank you. Ciao, MV

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SQL Server customer data backend
by Dunn, Jeff 22 Oct '09

22 Oct '09

All, Apologies if this has been round before, but I am new to OTRS, and perl and apache..... I have installed OTRS 2.4.5 on a Windows 2003 server box, using all the default settings. I want to collect customer data from a SQL Server database on another box, and have set up an ODBC connection to that box. In Defaults.pm I have set up the following as described in the admin manual: $Self->{CustomerUser2} = { Name => 'Customer Database Backend', Module => 'Kernel::System::CustomerUser2::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBD:odbc:Intranet', User => 'sa', Password => '', Table => 'vwOTRS_LocationData', But get error : "Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|oracle|db2|mssql)." If I change the DSN to be : DSN => 'DBI:mssql:database=intranet;host=europa', I get the error : install_driver(mssql) failed: Can't locate DBD/mssql.pm in @INC (@INC contains: ../../ C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib C:/PROGRA~1/OTRS/StrawberryPerl/perl/site/lib . C:/Program Files/OTRS/OTRS/bin/cgi-bin/../.. C:/Program Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 61) line 3. Perhaps the DBD::mssql perl module hasn't been fully installed, Has anybody had this sort of error? Any help appreciated. Thank you Jeff Dunn ----------------------------------------------------------------------------------------------------------------------------- The receiver of this message is required to check if he/she has received it erroneously. If so, the receiver is requested to immediately inform the sender and - in consideration of the responsibilities arising from undue use or disclosure of the message or the information contained therein - destroy the original message and any copy or printout thereof. Amplifon Ltd Registered and Head Office : Ultravox House, Styal Road, Manchester M22 5WY Registered In England No 1315581 VAT No 596 2575 91 -----------------------------------------------------------------------------------------------------------------------------

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Can't connect to mail server
by Altangerel 22 Oct '09

22 Oct '09

Hi all, I've a problem related sending and receiving mail. Our mail server only supports POP3S. OTRS also supports POP3S right? I saw two options pop3, pop3s from the admin panel and selected pop3s. Since that time I've never connected to my mail server. Here is the log entry: OTRS-PMAccount-10[31540]: [Error][Kernel::System::MailAccount::POP3S::Fetch][Line:113]: POP3S: Can't connect to mail.xxx.com Is there any other configuration? I just configured it on web interface (found only the guide from documentation). Thank you. BR, Altangerel.G

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Priority sort
by Emily Flynn 22 Oct '09

22 Oct '09

Hi, Does anyone know how to get rid of the sort by priority in queue? I just want to sort tickets in queues by age as priority levels aren't really used at the minute. Thanks Emily

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<OTRS_TICKET_TicketNumber> is not resolving in the subject line
by john espiro 22 Oct '09

22 Oct '09

Hi everyone... I am running OTRS 2.4 on Linux. I am trying to use <OTRS_TICKET_TicketNumber> in the subect line of an autoresponse that goes out when a new ticket is received. My template subject looks like this: Re: <OTRS_TICKET_TicketNumber> <OTRS_TICKET_Title> However, the output on the oitgoing messages appears as: [Ticket#2009101710000058] <OTRS_TICKET_TicketNumber> <OTRS_TICKET_Title> I am a bit confused as to why the "Re:" doesn't appear, and whe the two variables are showing up as the variable names. In the body of the email I use the same variable and it works just fine: Ticket Number: <OTRS_TICKET_TicketNumber> Ticket ID: <OTRS_TICKET_TicketID> Ticket Queue: <OTRS_TICKET_Queue> Ticket Current State: <OTRS_TICKET_State> looks like: Ticket Number: 2009101710000058 Ticket ID: 31 Ticket Queue: Show Ticket Current State: new I found this bug: http://bugs.otrs.org/show_bug.cgi?id=785 which indicates that this problem was fixed... John

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How to enable Agentinfo without messing up OTRS
by MMoj＠timocom.com 22 Oct '09

22 Oct '09

Hey, I need to test the Agentinfo feature of OTRS, but everytime I enable this feater the system chrashes and tells me that a Template is missing. Is there a way to work around this behavior? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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RFC: Extend a faq question
by Javier Barroso 22 Oct '09

22 Oct '09

I think I reached the same message that in FAQ# 4200185 [1], but I think it was receiving a mail with rare encoding in the subject (I think it is a bug in otrs) (Until I not erased this mail . Can anybody from here add this case to this faq question? Thanks [1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=185

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enable Master/Slave Ticket Feature
by Franz Esberger 22 Oct '09

22 Oct '09

Hi, might be a simple questions but i simply don't get it: Where to enable the Master/Slave Ticket Feature ? Whenever i'm trying to link a Ticket i have only the Types "normal", "Parent" and "Child" available. Any hints ? cheers, ffe

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Queue responses not working.
by Hayden Katzenellenbogen 21 Oct '09

21 Oct '09

I have mailed in about this issue a couple of days ago and have not seen a response. So I am going to try again (I am not trying to flame or complain). We have responses created and assigned to various queues. When you click on a response in the side bar the compose window opens but the response is not included. If I look at the URL I can see the response should be there /otrs/index.pl?Action=AgentTicketCompose&ResponseID=5&TicketID=3499&Arti cleID=11545 If anyone could shed some light on this one it would be greatly appreciated. -H Hayden Katzenellenbogen haydenk(a)nextlevelinternet.com NextLevel Internet 858-836-0700 www.nextlevelinternet.com By the way, we are never too busy for referrals! If you know someone who might be interested in our services (Hosted PBX, Voice, Internet, Metro Ethernet, Co-Location) or who is unhappy with their current communications provider, we will take exceptional care of them!

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How to auto-set agent responsibility
by Jeff Travers 21 Oct '09

21 Oct '09

I'm trying to figure out a way to auto-set the ticket responsibility of incoming e-mail tickets. I can see how to set the agent/owner via the generic agent but I can't determine a way to set the agent responsibility for incoming tickets. Can someone please point me in the right direction?

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