April 2009 - otrs - OTRS mailing lists

few questions
by sander vink 15 Apr '09

15 Apr '09

Hello All! I've a few questions. What do people mean by CMDB? Why is there a function for lock and unlock a ticket? And how to use it? Thanks for all of your support! Kind regards, Sander

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Lotus SendmailModule settings
by Emily Flynn 14 Apr '09

14 Apr '09

Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a million Kind Regards, Emily

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Spam and Foreign Character Sets
by Jeff MacDonald 14 Apr '09

14 Apr '09

Hi, OTRS seems to get hung up occasionally on emails with foreign character sets. When this happens, the postmaster will continue to fetch the messages over and over, essentially filling up our queues with junk. This is the error message I get: POP3: Message 4/4 (support(a)equipmentsearch.com/dns2.suite2101.com) Wide character in print at /usr/local/otrs/Kernel/System/Log/File.pm line 67. Wide character in subroutine entry at (eval 61) line 1. Here's line 67 [the print line] elsif ( $Param{Priority} =~ /notice/i ) { print $FH "[Notice][$Param{Module}] $Param{Message}\n"; } And here are untouched copies of the messages from my mail queue: http://dns2.suite2101.com/~jeff/ You can see the charset = koi8-r Thoughts? Jeff -- Jeff MacDonald jeff(a)interchange.ca

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how to list FAQ public order by name?
by yangpj 14 Apr '09

14 Apr '09

hello everyone~ I update our otrs to 2.3.4 and FAQ to 1.5.4, and the FAQ category and subcategory list for public( http **/otrs/public.pl) is not in order , what can I do to disply the category order by category name just like in the angent mode? or where is the code that I can modify ? thanks a lot~ ------------- Best regards smile_yang

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otrs configuration fedora 9
by sander vink 12 Apr '09

12 Apr '09

Hi all! I started to configure otrs on a fedora 9 core. In the admin section, on the support assessment, I've 3 critial things on the webserver: Webserver: Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical So, how to install/configure: Apache::DBI Apache::Reload mod_perl Thanks all! kind regards, Sander

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Lock ticket after its creation
by Ronaldo Richieri 11 Apr '09

11 Apr '09

Hi! I tried to find how to lock a ticket after it is create to the creator agent. It seems to be simple but I could not discover where can I do this. Does anyone knows how to do it? Thanks :-) -- Ronaldo Richieri (15) 8818-2009

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Merged state
by Marc Lecocq 10 Apr '09

10 Apr '09

Hi, When I merge two tickets, everything is ok (mails, etc.) but I don't see no more the merged ticket in my queue If I search in customer's tickets I find it (assigned within my queue ).. What to do to show it in my queue as open state tickets ? Thanks, ?????

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Re: [otrs] Ticket Owner
by Riccardo 10 Apr '09

10 Apr '09

> > > Hooman Mesgary > Mon, 07 Jul 2008 07:00:56 -0700 > > Hi, > When a customer add a new ticket, the system set the owner to > '[EMAIL PROTECTED]'. what should I do to change it to the customer? > I mean: I want otrs set the owner of every ticket to the customer who made > that ticket, not the [EMAIL PROTECTED] > Regards, > -Hooman > > > -- > http://mesgary.com > Have you found any solution????

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Mix funcionality of Customer Inteface and Agent Interface
by Riccardo 10 Apr '09

10 Apr '09

Hi, I'd like to use one command of Agent Interface in the Customer Interface. What I'd like to make is allow a Customer to manage a ticket. So what I need is to allow a costumer to have access to TicketQueue or manage a ticket acting as an Agent. Is there anyone who can help me? Thanks

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Problem with æ ø å
by A W 10 Apr '09

10 Apr '09

Hi, My OTRS system will not show the letter Æ Ø Å in email message that coming in. How can I fix this?

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