May 2009 - otrs - OTRS mailing lists

getting 'open with...' window when using compose answer (email)
by Craig Meirick 27 May '09

27 May '09

Hello fellow OTRS users, I am using v. 2.3.4 and am trying to use the Compose Answer (Email) function to reply to tickets. This is a fresh install and to my knowledge this particular function hasn't worked before. When choosing to 'reply to' I get an Open With... dialog box to open a file 'Index.pl' The URI that this link produces is: http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&Tick… &ArticleID=9402 Does anybody have any light to shed on this one? TIA Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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stop Ownerupdate notification
by Marek Bor 27 May '09

27 May '09

Hi, We are using OTRS v.234 - great ticket troubling systemJ. Changing owner of a ticket triggers an Ownerupdate and an Addnote notification - both are send by emails to the new owner. I do not need this feature but I can not block/disable it in any way either. Does an OTRS Expert would be so nice and give me a hint how to stop this automatic notification? Best regards Marek _________________________________________________________________ Używasz Messengera? Korzystasz także z Windows Live. Dowiedz się więcej. http://www.microsoft.com/poland/windows/windowslive/

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Ticket escalation type
by Aysel Pamuk 27 May '09

27 May '09

Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel

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Ticket escalation type
by Aysel Pamuk 27 May '09

27 May '09

Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel

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permissions
by Coert Waagmeester 27 May '09

27 May '09

Hello all, I have a bit of trouble setting up permissions. We have 3 users, all in the users group. At the moment I have to give all permissions under the users group to the user, otherwise the user can not view the tickets... I know I am probably doing something wrong, but any pointers would be greatly appreciated! Kind regards, Coert Waagmeester

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Re: [otrs] how to stop converting incoming messages?
by Ivars Strazdiņš 27 May '09

27 May '09

Hi Michiel, Michiel Beijen wrote: > Ivars, > > You say the database is utf8, but what is the value of Admin > > Sysconfig > Framework > Core > DefaultCharset? Also utf-8 > Have you installed the Support package and what character encoding > does it report? All set to utf-8 Database Check Comment Status Check "max_allowed_packet" setting. Your configuration setting is 16 MB. OK Check "query_cache_size" setting. 16 MB OK Check existing framework tables. 65 tables checked. OK Check database utf8 support. Your database version support utf8. OK Check if the client use utf8 for the connection. Your client connection is utf8. OK Check if the database use utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK Check database version. MySQL 5.0.67-0ubuntu6 OK Ivars > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > 2009/5/26 Ivars Strazdiņš <ivars.strazdins(a)gmail.com > <mailto:ivars.strazdins@gmail.com>> > > Hi Michiel, > thanks for reply. > No, my OTRS instance is set to utf-8. Before OTRS installation. > All OTRS database tables show encoding as utf8_general_ci. > So, exactly the opposite is happening - for some reason OTRS wants > to convert every message from utf-8 to iso-8859-1, which is > erroneous and not needed. > If the database is utf-8 encoded, why OTRS tries to change > incoming messages to iso-8859-1 and how could I stop it? > I found file > /usr/share/otrs/scripts/database/otrs-initial_insert.mysql.sql - > could it be related somehow? > > With kind regards, > Ivars > > Michiel Beijen wrote: > > Hi Ivars, > > Your OTRS instance is set to iso-8859-1. If you receive a lot > of mail that is encoded in a different character set, it might > be a good idea to convert your database to utf8. > See for instructions, in case you are using MySQL, the FAQ: > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315> > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315>> > > > As for your error message, I have not tested but just a guess: > the iso-8859-1 (aka Latin1) contains only a subset of the > characters that are available in utf8 (which supposedly > contains 'every character' ;-) ) > Now if someone whould send an email to OTRS using UTF8 > character set, containing characters that are not present in > Latin1 (such as russian, chinese, etc) it can not properly do > conversion to Latin1 without data loss. That could be the > reason of your error message. > > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > 2009/5/26 Ivars Strazdiņš <ivars.strazdins(a)gmail.com > <mailto:ivars.strazdins@gmail.com> > <mailto:ivars.strazdins@gmail.com > <mailto:ivars.strazdins@gmail.com>>> > > > Hi OTRS users, > how do stop OTRS from trying to convert incoming e-mail > messages > from utf-8 to other character set (iso-8859-1)? > I am receiving administrator notifications like this: > > Charset encode 'utf8' -=> 'iso-8859-1' (New Ticket > [2009052610000014/Dati ar zvaigzni] created > (TicketID=9,Queue=incoming,Priority=3 normal,State=new)) not > supported! > Charset encode 'utf8' -=> 'iso-8859-1' (Sent email to '"HELP" > <***(a)***.com>' from 'customer <***(a)***.com>'. HistoryType => > SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar > zvaigznÄ«ti;) not supported! > > Thanks for your time, > Ivars > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > >

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Re: [otrs] show all tickets to the agents. (Leonardo Certuche)
by aman 27 May '09

27 May '09

thanks a lot leonardo certuche my problem is solved now. thanks -amanpreet singh On Tue, May 26, 2009 at 8:28 PM, <otrs-request(a)otrs.org> wrote: > 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. disable customer panel (Marius Schrecker) > 2. Re: Dynamic note for close ticket notification ? (Marco Vannini) > 3. Re: disable customer panel (Shawn Beasley) > 4. how to stop converting incoming messages? (Ivars Strazdi??) > 5. Re: show all tickets to the agents. (Leonardo Certuche) > (Leonardo Certuche) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 26 May 2009 09:32:31 +0200 > From: Marius Schrecker <marius(a)kadme.com> > Subject: [otrs] disable customer panel > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4A1B9B0F.7040708(a)kadme.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > We want to phase in the use of OTRS, starting by registering all > requests manually ourselves. > During this initial phase, we don't want to allow customers to create > their own tickets using the GUI, whilst we do want to be able to > continue tweaking, and configuring the system for customer use later. > Where can I disable it, whilst still allowing me to configure it (and > turn it back on occasionally, for testing). I'm hoping this can be done > somewhere within sysconfig. > > Cheers! > > Marius > > > ------------------------------ > > Message: 2 > Date: Tue, 26 May 2009 10:16:56 +0200 > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] Dynamic note for close ticket notification ? > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <7bd09e660905260116v84902acrc06613f05f5acf98(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > This is a long discussed point. > > There is no way to send notification body part to customer whitin the mail > to notification of closure, there is probably someone that has hacked some > files to do this (you could try to search in > mail-archive.org/otrs@otrs.org) > otherwise, agent has to close ticket sending "compose answer" (a link in > the > ticket zoom) and setting new ticket state to closed. > > > > On Tue, May 26, 2009 at 9:06 AM, aman <goforaman(a)gmail.com> wrote: > > > hi, > > > > i am new to otrs (otrs 2.3.4 on a centos 5.2.) > > our requirement is when a agent close the ticket, notification should be > > sent to the sender of the ticket(Customer) & the notification should be > the > > note > > that was written while closing the ticket. > > > > close ticket notification with predefined static note(*** THIS IS JUST A > > NOTE *** The state of your ticket...............) is working fine. > > > > but what about the dynamic note, any configuration changes. > > > > thanks in advance, > > -- > > regards: > > Amanpreet Singh > > > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > >

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automatic mail distribution for OTRS
by Karlos Jelez 27 May '09

27 May '09

Hi List, I always have used OTRS as it is: every user agent click on a new ticket to send a response and become the owner of that ticket. I would like to know if there is a way to assign automaticaly new tickets to user agents some like a round robin sequence or to a idle agent like PBX systems at a call centers. All help is appreciated. Thanks in advance Karlos

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Upgrading OTRS 2.2.7 to 2.3.4 on Windows Server 2003
by Justin Holt 26 May '09

26 May '09

Hi all, I'm sure something of this nature has been posted before, I just don't know how you can manage to sort through all posts and mail to find it. But what is the best method to upgrade from one version to the other on windows? In the documentation it mentions an Upgrade file but I know in windows all I have is the .exe file. One other quick question if you have the time: What is also the easiest way to make it so a user can email otrs@(insert domain here) and make it show up in our queue of work orders? Thanks a lot! Justin Holt Town of Vernon IT Intern

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Re: [otrs] show all tickets to the agents. (Leonardo Certuche)
by aman 26 May '09

26 May '09

hi Leonardo, i don't want to get rid of the locking feature, just want to show all the tickets(even the owner is assigned to a ticket, locked) in the queue frontend by default. In my current system it is possible only when owner will Unlock that ticket, then it will be visible to other agents. in Short i want All Tickets:XX should be the default view. (in Preferences i have selected My Queues:queue_name). thanks in advance. On Tue, May 26, 2009 at 5:23 AM, <otrs-request(a)otrs.org> wrote: > 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: Editing ticket body (Maurice James) > 2. Re: Editing ticket body (Afshar Mohebbi) > 3. Re: Editing ticket body (Maurice James) > 4. Re: notification to sender of ticket, if his ticket was > closed. (Leonardo Certuche) > 5. Re: show all tickets to the agents. (Leonardo Certuche) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 25 May 2009 09:23:10 -0400 > From: "Maurice James" <midnightsteel(a)msn.com> > Subject: Re: [otrs] Editing ticket body > To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> > Message-ID: <BAY107-DS6E3CE1E99B75D42460798B2550(a)phx.gbl> > Content-Type: text/plain; charset="utf-8" > > You have to edit the ticket article through the database once it is > created > > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Afshar Mohebbi > Sent: Sunday, May 24, 2009 6:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] Editing ticket body > > > > Hi, > > Why body of a new ticket is not editable just after creation? There maybe a > mis-spelling or any other text that customer or agents want to correct. > > > Afshar Mohebbi > >

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