December 2009 - otrs - OTRS mailing lists

OTRS hosting on Amazon
by Sourabh Sarwate 24 Dec '09

24 Dec '09

Hi , Is it possible to host the OTRS system on amazon web services. If some one have any idea about the charges about the same please share it. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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Is it possible to automatically link an email ticket to a customer?
by Aron Rotteveel 24 Dec '09

24 Dec '09

Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel

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Re: [otrs] Closing a ticket : text is mandatory
by Martignier, Philippe 23 Dec '09

23 Dec '09

Hi Ilya, Many thanks for your help! I finally found the solution (before your answer :), I put a default text in the text box so the trick is made. I also find that if you put the fields note to "No" you wont see any of the notes fields and then you just have the next state (and free fields if defined so) ... as you said ! Many thanks and Merry Christmas :) Cheers Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 23. décembre 2009 16:23 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 102 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Escalated tickets - different colours ? (Dejan Miklavcic) 2. Closing a ticket : text is mandatory (Martignier, Philippe) 3. Re: Closing a ticket : text is mandatory (Ilya Kornev) 4. No Schedule under GenericAgent Jobs (Jeffrey Friedman) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 13:17:45 +0100 From: Dejan Miklavcic <jandearc(a)gmail.com> Subject: [otrs] Escalated tickets - different colours ? To: otrs <otrs(a)otrs.org> Message-ID: <32110beb0912230417l4cf57befl96b450cb6e48442b(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi, Is it possible to somehow distinguish escalated tickets with different colours ? I see that tickets with high priority (5 for example) have different - pink colour so are easy to recognize. It would be nice if we could do that with escalated tickets as well. Another question : in queue definition, I put escalation times, and set notification to 90% . My agents have all notifications turned on. But when tickets escalate, none of us gets any notification ? rgds, Dejan ------------------------------ Message: 2 Date: Wed, 23 Dec 2009 14:31:12 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] Closing a ticket : text is mandatory To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC800(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, When you close a ticket, you have to fill in the text field, it is mandatory. Is it possible to remove that control ? I didn't find anything in the sysconfig ... maybe I miss it ! Many thanks for any response :) Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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No Schedule under GenericAgent Jobs
by Jeffrey Friedman 23 Dec '09

23 Dec '09

When I create a new agent job, there is a section for scheduling the job, but no fields. I've looked at the documentation and it looks like I should have a menu for the hours, minutes, seconds, but all I see is the word schedule with no fields. Where can I look to resolve this? Jeffrey Friedman I.T. Task Manager Office of Information Systems Fairfax, VA USA Phone: 703.818.9100 Direct:703.227.1079 Mobile: 703.282.1894 Email: Jeffrey.Friedman(a)PaceGlobal.com CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

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Closing a ticket : text is mandatory
by Martignier, Philippe 23 Dec '09

23 Dec '09

Hi there, When you close a ticket, you have to fill in the text field, it is mandatory. Is it possible to remove that control ? I didn't find anything in the sysconfig ... maybe I miss it ! Many thanks for any response :) Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Escalated tickets - different colours ?
by Dejan Miklavcic 23 Dec '09

23 Dec '09

Hi, Is it possible to somehow distinguish escalated tickets with different colours ? I see that tickets with high priority (5 for example) have different - pink colour so are easy to recognize. It would be nice if we could do that with escalated tickets as well. Another question : in queue definition, I put escalation times, and set notification to 90% . My agents have all notifications turned on. But when tickets escalate, none of us gets any notification ? rgds, Dejan

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security in OTRS
by Peter Sharp 23 Dec '09

23 Dec '09

In order to put OTRS on the outside of our firewall, or let traffic pass through to the OTRS system, they require it to be secure. Is there any sort of formal testing or security documentation about the security of OTRS 2.4.5 or other versions running on apache? Say security vulnerabilities checked for by a third party security-checking tool? Thanks, Peter peter.sharp(a)xerox.com

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POP3 SSL Installation
by Mohamed Zakaria 23 Dec '09

23 Dec '09

Hi, I have a weird problem, I want to install the POP3 SSL but after I installed it when I check via ./otrs.checkModules it shows as not installed. o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............Not installed! (Optional - for POP3 SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......Not installed! (Optional - Required for SSL connections.) But I went to CPAN and tried to install IO::Socket::SSL and it says that it is already installed and up to date. cpan[1]> install IO::Socket::SSL CPAN: Storable loaded ok (v2.18) Going to read '/home/msiadmin/.cpan/Metadata' Database was generated on Wed, 16 Dec 2009 01:41:58 GMT CPAN: YAML loaded ok (v0.70) Going to read 42 yaml files from /home/msiadmin/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 0.9081 secs) IO::Socket::SSL is up to date (1.31). Any one has any idea? Regards, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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New Ticket - Customer History Key
by Robert Swanson 23 Dec '09

23 Dec '09

I would like to use the customerid field to sort tickets by department for the customer company tickets view. Unfortunately, the customer history view when creating a new ticket appears to use this field instead of the customerkey field. Is there a place to edit which field is used for customer history? If not, is there a way to use customer groups to manage the company ticket view? Additionally, when using LDAP is there a way to implement the groupdn into a search field? Thanks! Robert

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Re: [otrs] otrs Digest, Vol 15, Issue 92
by Michael Mitchell 23 Dec '09

23 Dec '09

I'm running windows server 2003 Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, December 22, 2009 3:39 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 92 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: install io::socket::ssl (Mohamed Zakaria) 2. Doubt about some features (Axel Christ) 3. OTRS version For Windows OS (Sourabh Sarwate) 4. Re: no dictionnary in french (Marco Vannini) (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Tue, 22 Dec 2009 08:26:24 +0800 From: Mohamed Zakaria <mohamedzakaria(a)msiships.com> Subject: Re: [otrs] install io::socket::ssl To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <BF89C188E5D98D4CBAB3F507AC084193332BC37AC5(a)msi-svr31.msiships.com> Content-Type: text/plain; charset="us-ascii" Hi, What is the OS you are running? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael Mitchell Sent: Tuesday, December 22, 2009 6:26 AM To: 'otrs(a)otrs.org' Subject: [otrs] install io::socket::ssl I found the file io::socket::ssl in cpan now how do I actually get it onto cpan on my server? Is there an executable file because if there Is I don't see one I had to use winzip to zip file any help would be great. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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