May 2009 - otrs - OTRS mailing lists

Re: [otrs] configuring POP3 mail account to otrs(mysql).
by Michiel Beijen 21 May '09

21 May '09

Dear mr shanker, First of all, OTRS is completely perl based so if you can access the web interface you will absolutely have perl installed. Second, POP is used for receiving mail. For sending you will need to use sendmail or smtp. See the OTRS manual for more details. in the event you'd like to receive (commercial) support in configuring and setting up OTRS please contact me off-list to discuss. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On May 20, 2009 5:19 PM, "ravi shanker" <rshanker_ch(a)yahoo.com> wrote: Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar --------------------------------------------------------------------- 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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send notification to customer about closed ticket.
by aman 21 May '09

21 May '09

hi, i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine Is there an option somewhere in OTRS that sends out an e-mail (i.e. from the the notification master) to customer that informs the customer that his/her ticket has been closed with the note we have wrote when the ticket was closed. Thanks! -- regards: Amanpreet Singh

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What version of the FAQ module should I use with OTRS 2.3.4 and OTRS::ITSM 1.2.3?
by Rodney McDuff 21 May '09

21 May '09

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Available tickets and article actions
by Arlene Wu 21 May '09

21 May '09

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Re: [otrs] Ticket Solution Time
by Fürtbauer Wolfgang 20 May '09

20 May '09

Hi, As far as I know: no way to configure. But if you,re using ITSM I posted a patch recently, which would help Best regards Wolfgang ------------------------------- Wolfgang Fürtbauer Head of IT Asamer Holding AG ________________________________ Von: otrs-bounces(a)otrs.org An: User questions and discussions about OTRS. Gesendet: Tue May 19 23:41:28 2009 Betreff: [otrs] Ticket Solution Time Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R.

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Re: [otrs] configuring POP3 mail account to otrs(mysql).
by ravi shanker 20 May '09

20 May '09

Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar

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jpg images with company theme
by Marius Schrecker 20 May '09

20 May '09

Hi again, Is it possible to use jpg images with a custom theme? I've tried putting my own images in the ./var/httpd/htdocs/images/Standard/ directory referenced by $Env{"Images"}, but only the .png images get picked up. Cheers! Marius

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Trouble setting up fetchmail
by Davin Taddeo 20 May '09

20 May '09

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Lost access to status "removed" after ITSM upgrade
by Richard Cross 20 May '09

20 May '09

Since installing the ITSM upgrade (OTRS 2.3.4 + ITSM 1.2.3), I can no longer set tickets to the "removed" status. I have checked in Admin- >Statuses and it's still there, but I'm not sure whether there is some new relationship mapping that now prevents me from choosing it. When I close a call, I get the following choices: "Close Successful", "Closed Unsuccessful" and "Closed With Workaround". I have previously configured notes to allow status change, but when I add a note, the only available statuses are the above, plus "open", "pending auto close +", "pending auto close -" and "pending reminder". What have I missed? Regards, Richard Cross.

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Stable version of otrs for CentOS 5.2 ??
by Amanpreet Singh 20 May '09

20 May '09

hi, i have worked with otrs 2.2.7 on a debian machine, but now i am planing for otrs on CentOS, please suggest which version of otrs is stable for CentOS 5.2. thanks -- regards: Amanpreet Singh

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