November 2009 - otrs - OTRS mailing lists

Autoresponse to CC
by Julian Junge 12 Nov '09

12 Nov '09

Hi all, probably this was allready realized once, can anybody point me to a ressource where I can find more information on how to send an autoresponse to apart from the sender himself also to the people he put into CC. Thank you very much!!! Julian

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Soucecode Question: AgentTicketMove Module
by David Heidt 12 Nov '09

12 Nov '09

Hello List, I recently updated my OTRS 2.2.7 to 2.3.4. I was using a customized code snipped that changed the TicketFreeText1 and -2 every Time when the Ticket was moved to another Queue (see examples in Kernel/System/Ticket/Event/TicketFreeFieldDefault.pm ) This worked pretty good. In OTRS 2.3.4 not... After hours of debugging I found out that in Kernel/Modules/AgentTicketMove.pm in Line 591ff all TicketFreeTexts are set back to their old values. I commented the # set ticket free text - section out, so everything is fine now :) Now to the question I have: Why is this call to set the TicketFreeText in the AgentTicketMove Module existing? Because even when deactivated, the TicketFreetexts remain when moving a Ticket into another Queue (disregarding my customizing). I just don't want to deactivate original code parts without knowing the reason for their existence ...* Best regards, David *

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Remove Ticket ID from subject?
by Luís Gomes 12 Nov '09

12 Nov '09

Hey all, is it possible to don't display the ticket id on the e-mails subject? I've tried removing it but all replies will then open new tickets instead of beeing associated with the original ticket. Isn't it possible to define the ticket ID on a mail header or something? Thanks

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error-CGI
by Sourabh Sarwate 12 Nov '09

12 Nov '09

Hi All, I am viewing lot of error as mentioned in OTRS system log. Thu Nov 12 14:00:02 2009 error OTRS-GenericAgent-10 Unrecognized character \xE2 at /opt/otrs/Kernel/Config/GenericAgent.pm line 38. Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//Dashboard/e33fa99576e756123a525f9bf8884bbf': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/f02743d89eba236b124f264a36810af2': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/9f858d2cacf363c141793c3545f80412': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/09d7c5071a979a929f3b4f7f63987e23': Permission denied Thu Nov 12 13:55:08 2009 error OTRS-CGI-10 Can't write '/opt/otrs/var/tmp/Cache//TicketSearch/bf5e62eeae4aeaa8ac080a14526b7c06': Permission denied Can someone help me to fix this. I am using OTRS 2.4.5 ON RHEL 5 and all Cache folder is having rw permission for user and group. Regards, Sourabh Sarwate

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sending auto e-mail to agent
by Alessandro d'Ambrosio 12 Nov '09

12 Nov '09

Hi, I've this question: When a customer user open a request (by customer user web interface) choosing a certain queue can I send an auto e-mail to a certain agent who have rights on that queue? I Know that customer user receive a notification but I want to avoid that an agent have to logon by web agent interface but just check mail. Thank you very much Alessandro

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Define a new customer permission
by Gianni Thiebat 12 Nov '09

12 Nov '09

Hi everybody, I would like to add an extra customer group permission. By default in the panel "customer users <-> groups" customers can only be ro and rw. I need to define a new permission, like the "note" permission for agents. Im running otrs 2.4.5 on debian lenny 5.0.3 Thanks for any help

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Personalizing Customer Interface and the OTRS Admin Handbook Not too clear to understand
by benjamin anamoah 11 Nov '09

11 Nov '09

Dear Colleagues, I am a new user of OTRS and i am really finding hard time understanding how the system works and customizing it to suite my firms need. Firstly, i want to customize the Customer's Interface so that the customer can see my companies logo and if possible a very short note welcoming them whenever a customer uses it. Secondly, i find it very difficult to understand the OTRS Admin book. It seems to just give briefs of the technical know-how rather than dwelling deep into how easy but understanding and and working admin book and will serve a useful purpose to new users like myself. Please Help me out here. Thanks to you all.

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Help
by Gabriel Díaz 11 Nov '09

11 Nov '09

Hello. I need help with the notification of OTRS. When I create a incident, the mail with the notifications, is not sent. In the log appear this problem: Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: message-id=<1257962577.571619.97190515(a)soporte.dsigne> Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, nrcpt=1 (queue active) Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for signe.eshas a valid address record Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=<soporte(a)signe.es>, relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host or domain name not found. Name service error for name=zmail2.signe.estype=A: Host not found) Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed Someone can i help me. Please. Sorry but my english is not very good. Thanks

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New field on Customer Interface.
by Gediel Luchetta 11 Nov '09

11 Nov '09

Hi All, We need to add a new field in the customer interface to receive and store a number of control that the customer has in their system. This number must be associated with the new otrs ticket. This new field must be entered by the customer through the screen: customer.pl?Action=CustomerTicketMessage And can be changed through the screen: customer.pl?Action=CustomerTicketZoom&TicketID At database level, we guess we can use the field ticket.FREETEXT1, but we are not sure. Is there any way to implement it? If Yes, What is the best way? We are using otrs 2.4.3 with ITSM 1.3.1 on Oracle Database. Thanks. Best Regards. Gediel Luchetta.

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Otrs Import from CSV
by Sarper SARIDAL 11 Nov '09

11 Nov '09

Hi all, I try to use ITSM Import module to import computer configurations in csv file format (semicolon) But when i tried to import nothing happened. So i tried to import a file under folder predefined scipts/samples but it didn't work either. Nothing comes under the config item section. Regards, Sarper Saridal

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