October 2009 - otrs - OTRS mailing lists

HTML output for Event Based Notification emails
by Van Thai 19 Oct '09

19 Oct '09

Hello, I created an event notification for ticket closures and its all working fine, but there does not appear to be a way to craft the notification message in html format (like the auto-responses). So, my close ticket notification messages look different from all the other messages, which management does not like :( Anyone know how we can control that? I have done extensive googling and greping in the Kernel directory to no avail... thanks in advance! -van

1 0

Re: [otrs] Windows installation 2.4.4 does not send notifications or auto replies
by Ilya Kornev 19 Oct '09

19 Oct '09

Hi, Dejan. Make sure you assigned autoreplies to the queues [ Auto Responses <-> Queue ]in the Admin area. As for notifications, check Users, notifications might be turned off for some (or all) of them. Best regards, Ilya Kornev

4 7

Erro in reinstall SystemStatus - OTRS 2.4.4
by Rodrigo Correa 19 Oct '09

19 Oct '09

Hello, I'm having a problem that I'm not able to solve. I upgraded from version 2.3.3 to 2.4.4, when I update the package SystemStatus "I am with the following error:" SystemStatus 1.6.1 - Package not correctly deployed! You should reinstall the package again! ", As I do to update this module? Tks, _________________________________________________________________ Acesse seu Hotmail de onde quer que esteja através do celular. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

1 0

Dual word searches
by Emily Flynn 19 Oct '09

19 Oct '09

Hi, Just sending this on again, no response to initial mail. Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for "phone list", and I have the words "phone" and "list" as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily

2 2

Wrong sender address in reply
by Ivan Yarygin 19 Oct '09

19 Oct '09

Hello, gentlemen! I'm setting up an OTRS now and have some problem with sender address. I created a queue, and a POP3 email account(otrs-incoming(a)example.org) for that queue. Then I created the same system email address(otrs-incoming(a)example.org) and bound it to my queue. Now I expect that after OTRS fetched an email message and generated ticket, I could reply to the customer from a web form and sender address will be set to otrs-incoming(a)example.org. But instead I see there default system email address - otrs(a)example.org. What am I doing wrong? Regards, Ivan

2 2

Attaching Existing ticket to new e-mail Ticket
by Michael Mayaka 19 Oct '09

19 Oct '09

Hi, Is it possible to attach an existing ticket to a new e-mail ticket so that the recipient can view the attached ticket just as a normal/downloadable attachment? Here's a scenario: ============ 1. I receive an e-mail with an attachment directly into otrs. 2. I want to forward the received mail (plus the attachment) via "Email Ticket" to a third party who does not access otrs. Michael

1 0

encoding and attachments
by Ilya Kornev 19 Oct '09

19 Oct '09

Hello, The button Attach doesn't attach anything when composing email and choosing an attachment named in Russian. If I choose an attachment named in Latin letters, everything is ok. This is what my Support Assessment says: Check database utf8 support. Your database version support utf8. OK Check if the client use utf8 for the connection. Your client connection is utf8. OK Check if the database use utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK And I have this line in Config.pm $Self->{'DefaultCharset'} = 'utf-8'; The method of storing attachments is FS, if it matters. Does anybody have a clue what can be wrong with that? Best regards, Ilya Kornev

1 0

<Closed tickets customer notification>
by Sarper SARIDAL 19 Oct '09

19 Oct '09

Hello Everyone, I need to auto respond to customers when their tickets are closed by e-mail. A screenshot of the window will be nice because my otrs is in Turkish. Thanks & Regards, Sarper Sarıdal

2 1

Problems with counter in drop down menu
by MMoj＠timocom.com 19 Oct '09

19 Oct '09

Hello People, I´ve a littel Problem. Due to the fact that IBM and Oracel has a licence service which counts the power of CPU´s 1 Single Core = 100 PVU and so one. I need to configure the CI module to be able to count up to 100.000 but when I go over 30.000 the drop down menu does not start counting with 1 and does not show every listing in the right way. Is there a possibility to make it work? Regards, 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

1 0

Re: [otrs] <OTRS_TICKET_TicketNumber> is not resolving in the subject line
by Ilya Kornev 19 Oct '09

19 Oct '09

Hello, John. I had the same issue, even more strange: <OTRS_TICKET_TicketNumber> is used twice in the auto reply body, the first one wasn't resolved and the second one was. I just deleted&inserted the same text and updated the template. Seems to work so far... Best regards, Ilya Kornev

1 0