December 2009 - otrs - OTRS mailing lists

Doubt about some features
by Axel Christ 22 Dec '09

22 Dec '09

Alexander, all these features are in place: 1) You can set a ticket to state 'pending' and can set a date until when it is pending. Once the date is reached a notification email can be sent out. 2) You can attach internal notes on tickets which only the agants can see, not the customers. 3) There is an FAQ/knowledgebase module which is part of OTRS. Also you can do fulltext search over all your tickets. Cheers, Axel Christ CrossConsense Ltd. & Co. KG Date: Mon, 21 Dec 2009 14:39:50 -0700 From: alexander(a)nautae.eti.br Subject: [otrs] Doubt about some features To: otrs(a)otrs.org Message-ID: <20091221143950.52536fjf5oseu6o8(a)www.nautae.eti.br> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Hi. Excuse my English. I'm looking for some ticket features and I don't know if OTRS has some of that. 1. future tickets, I mean, an ticket that you know only can be solved in a certain future and probably will be another guy who will treat that. So, the ticket has to be scheduled in some way. 2. a place where the tech people could put comments about the ticket (like a blog, regarding the ticket), in other words, I have a ticket and I've tried X actions that was useless, so the tech guy should be write down all he tried, so that way a level 2 tech can know everything that was happened and at what time. 3. an descriptive area pointed to an specific Configuration Item, I mean, if there's something wrong with a server, it would a good idea track all the problems that already happened with that server and all comments that tech people have done. So, I know I can search and read all the OTRS features trying to find those two or three, but I wasn't found anything more directly. Thanks for any help and sorry if it's too stupid questions. []s Alexander Brazil __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4707 (20091221) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

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install io::socket::ssl
by Michael Mitchell 22 Dec '09

22 Dec '09

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

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Doubt about some features
by alexander＠nautae.eti.br 21 Dec '09

21 Dec '09

Hi. Excuse my English. I'm looking for some ticket features and I don't know if OTRS has some of that. 1. future tickets, I mean, an ticket that you know only can be solved in a certain future and probably will be another guy who will treat that. So, the ticket has to be scheduled in some way. 2. a place where the tech people could put comments about the ticket (like a blog, regarding the ticket), in other words, I have a ticket and I've tried X actions that was useless, so the tech guy should be write down all he tried, so that way a level 2 tech can know everything that was happened and at what time. 3. an descriptive area pointed to an specific Configuration Item, I mean, if there's something wrong with a server, it would a good idea track all the problems that already happened with that server and all comments that tech people have done. So, I know I can search and read all the OTRS features trying to find those two or three, but I wasn't found anything more directly. Thanks for any help and sorry if it's too stupid questions. []s Alexander Brazil ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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installing io::socket::ssl
by Axel Christ 21 Dec '09

21 Dec '09

Michael, I think CPAN is case sensitive, so that would be cpan> install IO::Socket::SSL Cheers, Axel Date: Mon, 21 Dec 2009 13:13:37 -0500 From: Michael Mitchell <mmitchell(a)6ave.com> Subject: [otrs] installing io::socket::ssl To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <56A65AEF4DF70E4F9B7CF5934DFC959A2270720E32(a)svr-exch2007-01.6ave.6ave.com> Content-Type: text/plain; charset="us-ascii" I received this message when trying to install io::socket::ssl what does this mean? cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install io::socket::ssl Database was generated on Mon, 21 Dec 2009 16:49:03 GMT Warning: Cannot install io::socket::ssl, don't know what it is. Try the command i /io::socket::ssl/ to find objects with matching identifiers.

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No customer notifications sent
by Yalu 21 Dec '09

21 Dec '09

Hi all, I'm trying to setup an OTRS based ticketing system for my company (v2.4.4 on Windows 2003 SP2r2). I've already created some groups, roles and queues for testing purposes. I'm using my corporate AD as an customer & agent LDAP backend. Everything seems to work quite fine so far, except for the fact that no notification mails are being sent to the originator customer, Although all necessary properties are correctly retrieved from AD (including mail address). Also, logging does not indicate any mails being sent On the bright side: notifications to agents are being sent as expected as are (queue)responses to the customer. Hope anyone can help me out. Greetings, Yalu

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installing io::socket::ssl
by Michael Mitchell 21 Dec '09

21 Dec '09

I received this message when trying to install io::socket::ssl what does this mean? cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install io::socket::ssl Database was generated on Mon, 21 Dec 2009 16:49:03 GMT Warning: Cannot install io::socket::ssl, don't know what it is. Try the command i /io::socket::ssl/ to find objects with matching identifiers. cpan> Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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How do I get tickets submitted via web interface to use custom postmast filters
by Scott Carter 21 Dec '09

21 Dec '09

I have created a custom filter which works when receiving mail via pop3. When I submit a ticket through the web interface though... it doesn't use this filter. Is there a setting or something else which I can modify to get ALL tickets to use these custom filters? Also... how do you respond within the same thread. It seems like whenever I respond, it starts a new thread.

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Re: [otrs] no dictionnary in french
by Martignier, Philippe 21 Dec '09

21 Dec '09

Thanks Marco, I will check that with the IT in a while (as I can not access the files by my way ... just have access to the sysconfig via admin logon) So you mean that aspell or ispell are software already containing French ? That would be great ! Thanks Greetings -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 21. décembre 2009 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 87 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. no dictionnary in french (Martignier, Philippe) 2. Re: no dictionnary in french (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Dec 2009 12:01:06 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] no dictionnary in french To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13064F5DC7CC(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, I can not activate the spell check as the available dictionaries are only in english and deutsch, do you think it will be available in french soon ? Thanks Greetings 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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FreeText fields in Search: How to do 'greater then' search?
by Axel Christ 21 Dec '09

21 Dec '09

Hi everyone, for supporting a software product I added a FreeText field storing the software version. I want to use this in search but I don't want to search for one specific version but for a range. So I need operators like <, >, <>, =. Example search parameters: Fulltext: ABC Version: > 8.80 Example search result: Text: ABCDEFG Version: 9.10 Text: 123ABCDEFG Version: 8.90-f Is this possible? Can I somehow provide my own search logic & form elements for FreeText fields? Cheers, Axel

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where do I find pop3 ssl connections and net smtp
by Michael Mitchell 21 Dec '09

21 Dec '09

I ran check modules command and its telling me that IO::socket::ssl not installed (optional - for pop3 ssl connections) Also the same for Net::SMTP::SSL not installed Optional - required for SSL/SMTPS connections) where do I find the install for this and how do I install it Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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