June 2009 - otrs - OTRS mailing lists

daily ticket reminder e-mails
by Davin Taddeo 02 Jun '09

02 Jun '09

Hey, Has anyone created a cron job that could send daily(or weekly) e-mails to agents letting them know what tickets are open in their queues? Just curious, it would be a nice feature to have for our organization, and was hoping somebody might have done it before as I'm not finding out much else on line. Thanks for the help. ~Davin

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Sorting the ticket by last reply
by (( amanpreet singh 02 Jun '09

02 Jun '09

hi, i am new to otrs 2.3.4, i have small problem but important, want to sort the tickets by the age of last reply, means the last replied ticket should be on the top & other tickets sorted by age in the status view. help will be appreciated. thanks in advance. -- best regards: Aman

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Email Parsing
by Fernando Rodriguez SEMS 01 Jun '09

01 Jun '09

Hello, How can i parse the contents of an e-mail in order not only to create tickets but to close them also. Thanks

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Nagios integration
by Fernando Rodriguez SEMS 01 Jun '09

01 Jun '09

Is there any place that i can look for the nagios inplementation or a basic howto, all the info i have found i cant really understand Thanks

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Re: [otrs] otrs Digest, Vol 8, Issue 71
by Lionel Hernando 01 Jun '09

01 Jun '09

otrs-request(a)otrs.org a écrit : >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: Max characters per faq (Michiel Beijen) > 2. Make the postmaster mail plugin check for new work orders > quicker. (Justin Holt) > 3. Re: Make the postmaster mail plugin check for new work > orders quicker. (Ivars Strazdi??) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Thu, 28 May 2009 21:21:20 +0200 >From: Michiel Beijen <michiel(a)beefreeit.nl> >Subject: Re: [otrs] Max characters per faq >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: > <9eda38a40905281221h581866fek82116600cefa4455(a)mail.gmail.com> >Content-Type: text/plain; charset="utf-8" > >Emily, > >Especially with the WYSIWYG editor I could see that you could reach the 65k >odd character limit. > >You said: >> I am going to try edit the FAQ layout so you can't see the Symptom, >Problem and >> Solution fields as it doesn't really suit the format we would like. > >In OTRS, this is especially easy. No need to do anything special. > >Just go to Admin > Sysconfig > FAQ -> Core::Item ; here you can adjust the >names of the fields shown. If you remove the 'public' rights to a field, it >will not be shown in the FAQ gui. Easy as cake. > >Kind regards, > >-- >Michiel Beijen >Software Consultant >+31 6 - 457 42 418 >Bee Free IT + http://beefreeit.nl > > >On Thu, May 28, 2009 at 16:26, Emily Flynn <emily.flynn(a)zurichbank.com>wrote: > >> >> Hi Michiel, >> >> Many thanks for you in-depth reply! It certainly answered my question : ) >> >> The reason for the long 'Symptom' is that we are using OTRS FAQ as a >> knowledgebase, into which I am copying and pasting a lot of text. >> >> I am going to try edit the FAQ layout so you can't see the Symptom, Problem >> and Solution fields as it doesn't really suit the format we would like. >> >> Your suggestion of changing the field type to mediumtext worked perfectly >> thank you very much for that! >> >> Kind Regards, >> >> Emily Flynn >> >> >> >> >> *Michiel Beijen <michiel(a)beefreeit.nl>* >> Sent by: otrs-bounces(a)otrs.org >> >> 27/05/2009 20:33 >> Please respond to >> "User questions and discussions about OTRS." <otrs(a)otrs.org> >> >> To >> "User questions and discussions about OTRS." <otrs(a)otrs.org> cc >> Subject >> Re: [otrs] Max characters per faq >> >> >> >> >> Hi Emily, >> >> You did not mention what FAQ version and database make/model you are using, >> but on MySQL the fields are defined as "text" which makes it not able to >> hold more than 2^16 characters. It will truncate the string and not tell >> you. If you'd save the FAQ article and open it, it will 'only' display the >> first 65000 characters, the rest will be gone... >> >> I have inserted some large chunks of Kafka into new FAQ entries on my test >> environment. The Symptom field is stored in the field called f_field1 on the >> faq_item table, as is defined in Admin > Sysconfig > FAQ > Core::Item > >> FAQ::Item::Field1. The fields are limited at 65535 characters, to be >> precise. >> >> mysql> select length(f_field1) from faq_item; >> +------------------+ >> | length(f_field1) | >> +------------------+ >> | 31 | >> | 107 | >> | 168 | >> | 65535 | >> | 65535 | >> +------------------+ >> 5 rows in set (0.00 sec) >> >> Then I found this post about the storage capacities of 'text' type fields >> in mysql: *http://simonwillison.net/2002/Aug/1/mysqlTextLimits/*<http://simonwillison.net/2002/Aug/1/mysqlTextLimits/> >> >> That made me wonder if this is present in more places in OTRS: >> >> mysql> select table_name, column_name from information_schema.columns where >> data_type = 'text'; >> +-------------------+---------------+ >> | table_name | column_name | >> +-------------------+---------------+ >> | article | a_from | >> | article | a_reply_to | >> | article | a_to | >> | article | a_cc | >> | article | a_subject | >> | article | a_message_id | >> | article_search | a_from | >> | article_search | a_to | >> | article_search | a_cc | >> | article_search | a_subject | >> | article_search | a_message_id | >> | auto_response | text0 | >> | auto_response | text1 | >> | auto_response | text2 | >> | faq_item | f_keywords | >> | faq_item | f_field1 | >> | faq_item | f_field2 | >> | faq_item | f_field3 | >> | faq_item | f_field4 | >> | faq_item | f_field5 | >> | faq_item | f_field6 | >> | notifications | text | >> | salutation | text | >> | sessions | session_value | >> | signature | text | >> | standard_response | text | >> +-------------------+---------------+ >> 26 rows in set (0.12 sec) >> >> But as you can see only in places where it makes sense (at least to me) the >> 'text' type is used... *except* in the faq_item table. Personally, I find >> symptoms of > 65535 bytes a bit long but I think that should be possible. >> Also I think it the Problem and Solution fields should be able to handle >> real long amounts of text and AT LEAST the system should complain instead of >> silently truncating your texts. >> >> As a quick hack, you could change the field type in the database to >> 'mediumtext' type which can keep a maximum of 2^32 characters which is about >> 4.294.967.296. >> >> mysql> alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT; >> Query OK, 5 rows affected (0.14 sec) >> Records: 5 Duplicates: 0 Warnings: 0 >> >> You'd probably want to do the same to the fields f_field2 ("Problem") and >> f_field3 ("Solution"). >> >> The field lenghts are defined in the OPML file which is here: * >> ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm*<ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm>- there you see the fields are defined as storing 20000 characters, MySQL >> then creates them with the 'text' datatype. >> >> I would like to ask you if you can file this bug in Bugzilla (* >> http://bugs.otrs.org* <http://bugs.otrs.org/>) so it may be resolved in >> the next version of the FAQ module. >> >> Kind regards, >> -- >> Michiel Beijen >> Software Consultant >> +31 6 - 457 42 418 >> Bee Free IT + *http://beefreeit.nl* <http://beefreeit.nl/> >> >> >> On Wed, May 27, 2009 at 17:57, Emily Flynn <*emily.flynn(a)zurichbank.com*<emily.flynn(a)zurichbank.com>> >> wrote: >> >> Hi! >> >> I am inputting a lot of information into the FAQ module at the minute, but >> there seems to be a max amount of characters allowed in the Symptoms dialog >> box.. how can I change this to increase the limit..? I couldn't see >> anything in the normal sysconfig section. >> >> Thanks. >> >> >> Kind Regards, >> >> Emily Flynn >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: *http://otrs.org/* <http://otrs.org/> >> Archive: *http://lists.otrs.org/pipermail/otrs*<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: *http://lists.otrs.org/cgi-bin/listinfo/otrs*<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!* >> **http://www.otrs.com/en/support/enterprise-subscription/*<http://www.otrs.com/en/support/enterprise-subscription/> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: <http://otrs.org/>http://lists.otrs.org/pipermail/otrs >> To unsubscribe: <http://lists.otrs.org/pipermail/otrs> >> http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> <http://lists.otrs.org/cgi-bin/listinfo/otrs> >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> --------------------------------------------------------------------- >> 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/ >> >-------------- next part -------------- >An HTML attachment was scrubbed... >URL: <http://lists.otrs.org/pipermail/otrs/attachments/20090528/d61ab978/attachme…> > >------------------------------ > >Message: 2 >Date: Thu, 28 May 2009 16:29:34 -0400 >From: Justin Holt <holt.justin173(a)gmail.com> >Subject: [otrs] Make the postmaster mail plugin check for new work > orders quicker. >To: otrs(a)otrs.org >Message-ID: > <abe2596e0905281329w59bd4c33j7bd2625df1f8b40a(a)mail.gmail.com> >Content-Type: text/plain; charset="iso-8859-1" > >Hi all, >I was just wondering if there was anyway to decrease the time between when >the postmaster mail plugin checks for mail. Right now it does it every 10 >minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to >have it maybe check every 5 minutes or every minute? I have tried playing >with the Crontab.txt file with no change in speed. > >Thanks a lot, >Justin Holt >Town of Vernon IT Intern >-------------- next part -------------- >An HTML attachment was scrubbed... >URL: <http://lists.otrs.org/pipermail/otrs/attachments/20090528/aabe7665/attachme…> > >------------------------------ > >Message: 3 >Date: Fri, 29 May 2009 03:23:47 +0300 >From: Ivars Strazdi?? <ivars.strazdins(a)gmail.com> >Subject: Re: [otrs] Make the postmaster mail plugin check for new work > orders quicker. >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <4A1F2B13.7040609(a)gmail.com> >Content-Type: text/plain; charset=UTF-8; format=flowed > >Crontab.txt? Is it windows? >On Ubuntu server this entry in crontab file /etc/cron.d/otrs does it for me: > >... ># fetch emails every 2 minutes >*/2 * * * * otrs $HOME/bin/PostMasterMailbox.pl >> /dev/null >... > >ivarss@mail:~$ ls -lt /etc/cron.d/otrs >lrwxrwxrwx 1 root root 14 2009-05-27 13:32 /etc/cron.d/otrs -> >/etc/otrs/cron >ivarss@mail:~$ > >Regards, >Ivars > >Justin Holt wrote: >> Hi all, >> I was just wondering if there was anyway to decrease the time between >> when the postmaster mail plugin checks for mail. Right now it does it >> every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is >> there anyway to have it maybe check every 5 minutes or every minute? I >> have tried playing with the Crontab.txt file with no change in speed. >> >> Thanks a lot, >> Justin Holt >> Town of Vernon IT Intern >> ------------------------------------------------------------------------ >> >> --------------------------------------------------------------------- >> 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/ > > >------------------------------ > >--------------------------------------------------------------------- >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/ > >End of otrs Digest, Vol 8, Issue 71 >***********************************

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Customer Username & Password to new customer.
by (( amanpreet singh 01 Jun '09

01 Jun '09

hi, i am new to OTRS, using otrs 2.3.4 great trouble ticketing system. requirement is when a new customer(which is not in the database, no customer login ID) sends a mail on otrs, he/she should get a Customer ID & Password in the auto-response, but currently my OTRS is passing these fields blank. what to do to achieve the requirement. help will be appreciated -- thanks & regards: Amanpreet Singh

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