February 2009 - otrs - OTRS mailing lists

Queue Access
by Jose Bogarin 17 Feb '09

17 Feb '09

I have OTRS 2.3.3 with ITSM 1.2 installed on my server, debian if it helps although I installed completely from source. I have several agents with different permissions and queues. I don't wanna give full RW access to several agents because I don't want them to be able to close tickets, however if I don't give them RW they can't see the tickets on my queues or such, just looking for the tickets on the search panel. It is not a preferences thing as I have it configure so that every user has the assigned queues on my queues on their preferences. Could you let me know how to fix this? Is there a configuration option I can change? Thanks in advance, -- Jose Bogarín

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Move Ticket ID from Subject to Body
by Edvard Pohl 17 Feb '09

17 Feb '09

Hi. I'm looking for a way to move lenghty Ticket ID from Subject of message to the body of message. In my case I have support mailing list whose mails first goes through OTRS to get Ticket ID before thay ends in maillist . In that way someone can communicate with customer about an issue and all emails in that correspondence ends up as thread in one Ticket in OTRS. The problem is that Ticket ID is very long and sometimes it's most of Subject length withouth giving any human readable information. I was thinking that if I set OTRS to search whole body and not just Subject I could be able to get threading feature with Ticket ID in body of incoming emails and remove Ticket ID from Subject. I was thinking of shortening Ticket ID, but it's just partial solution. One solution would be to put Ticket ID at the end of Subject ? (And/or somewhere is body so if part of Subject got truncated that mail would be automaticaly merged with right ticket... ?) Any ideas or experiences with that from anyone ? -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.com

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Queue names concatenating
by Caspar Kennerdale 17 Feb '09

17 Feb '09

Hello Currently Our Queue names concatenate at the end of the string Example shown below Queue: Web Developmen[..] Is it possible to reverse this so it was like this [..]Rest of Queue It is just for us that we have 3 layers of queue and for quick reference the end of the string is actually more informative to us Caspar Kennerdale Deputy Web Services Director 020 7970 4680 <mailto:youremailaddress@centaur.co.uk> caspar.kennerdale(a)centaur.co.uk <http://www.centaur.co.uk/> www.centaur.co.uk ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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[#358368] Support Ticket Opened
by Prova 17 Feb '09

17 Feb '09

--please do not reply below this line-- A support ticket has been created (#358368) and a representative will get back to you shortly. You can view this ticket progress online here: http://r19125.ovh.net/support/view.php?e=otrs@otrs.org&t=358368 NOTE: If you wish to send additional information regarding this ticket, please do not send another email. Instead, reply to this ticket. PROVA

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Adding drop down menus from other fields
by Caspar Kennerdale 17 Feb '09

17 Feb '09

Hi I was hoping for some guidance with our little conundrum In the /index.pl?Action=AgentTicketZoom users can quickly change the Queue of the ticket on the right hand side. This is handy if the ticket is in the wrong queue (which is sometimes only obvious by reading the ticket) and means the user doesn't have to click to another page to complete this action. With this in mind we would like to add change type and change priority in this same manner. Please see attached screenshot. How are we able to do this? As so far our attempts do not seem to work Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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erase exceeded cache-entries
by Alexander Scholler 17 Feb '09

17 Feb '09

Hi, we use the OTRS-cache-mechanismn for LDAP-queries among others. The problem is that the Cache-directory /opt/otrs/var/tmp/Cache gets filled up with many files. The TTL of these files is mostly expired, so these files could be erased. So far I found out, a expired cache-file is overwritten with the new results if exactly the same query is asked again - this makes sense. But I found no possiblility to erase every cache-file which is expired. Due to so many files within my Cache-directory, I would have to erase the content of the whole Cache-directory, e.g. through writting a cronjob which make use of Kernel::System::Cache::CleanUp. Bye, Alex Richter+Frenzel GmbH + Co. KG Sitz: Wuerzburg Registergericht: Wuerzburg HRA 220 Geschaeftsfuehrer: Peter Pohl, Wilhelm Schuster Komplementaer: WUE Richter + Frenzel Verwaltung GmbH, Amtsgericht Augsburg, HRB 22447

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Followup notification every ten minutes
by JOHNSON CHUANG (ULI-HK) 17 Feb '09

17 Feb '09

Hi, I have installed the OTRS (windows base). I have created queues and postmaster mail account, the postmaster mail account "support" was a email group in active directory, and my account "userabc" was a member in this group. When the email comes, the OTRS Notification Master send new ticket notification email to my account without any problem. I just see this email once only. Ten minutes later I received another email from OTRS Notification Master, the subject like this [Ticket #200902130000035] You got follow up!....... Another ten minutes, I have received the new email came to my mailbox, the subject [Ticket #200902130000035] You got follow up! Is there any settings to get rid of those notification of follow up? I have another question, I saw follow up option in "Queue management"? I don't know what's that use for "new ticket", "possible" and "reject". I have no idea of three of those. Please help me if you know how it goes! Thanks! Regards, Johnson Chuang

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Customer interface read only mode
by Magnus Linner 16 Feb '09

16 Feb '09

Hi All, I have a special requirement that i hope someone can help me with. Through the customer interface i only want my customer to be able to view tickets. I dont want them to be able to close or change a ticket. Is that somehow possible? Thanks Magnus

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Mails from customer otrs to our otrs - Ticket-IDs are messed up
by Ivan De Masi 13 Feb '09

13 Feb '09

Hello, I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-) We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter. Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future? Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)? Thanks! Regards, Ivan -- dgx new media GmbH Saalbaustr. 8-10 64283 Darmstadt Germany Tel. +49 6151 8508 - 019 Fax +49 6151 8508 - 111 www.dgx.de Geschäftsführer: Dipl. Designer Till Middelhauve Dipl. Informatiker Witold Wegner Amtsgericht Darmstadt, HRB 7809 Steuernummer 00723113813

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Using OTRS2.2 as a mail-only ticket handling system?
by Tim Stoop 13 Feb '09

13 Feb '09

Hi all, I'd like to know if I can use otrs2.2 purely from my mailclient? Can it forward incoming messages in a way that I can just reply to them in my mailclient and otrs handles the handling and all? Currently, I can only find notifications, which give a lot of extra text that I do not want when replying. Anyone using otrs solely from their mail client (after setting up stuff in the webinterface, of course)? -- Gegroet, Tim

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