July 2009 - otrs - OTRS mailing lists

Re: [otrs] otrs file permissions problem
by Mohamed-Amine Kadimi 29 Jul '09

29 Jul '09

Any clue on this please ?

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Auto Response to received e-mail
by David Holder 29 Jul '09

29 Jul '09

Hi everyone, I previously made a post for a similar issue but this is slightly different now (fixed an issue I thought was connected to this but wasn't) Here is my situation, OTRS: * 2.4.1 is installed * Has been configured with an agent (myself) * Has no customers yet (waiting to implement LDAP functionality) * Has been set up to receive e-mails (support(a)mydomain.com) to queue "raw" o Once received e-mails, a notification is sent to an agent (me) sucsessfully * Can e-mail to external accounts (tested with a dummy customer - my gmail address- no issues ) I did this via admin notification * Auto notification <-> Queue's have been set up (including queue "raw") * *However*, the originator of the e-mail (my hotmail account) doesn't get notified there's a new ticket. The process is like so: 1. User e-mails support(a)mydomain.com 2. About 10mins later the respective agent gets notified of the new ticket 3. No notification is given to the user 4. Agent closes ticket 5. No notification is given to the user. I have ensured that no mail filter/spam filter has blocked the messages. There *doesn't seem to be* *any calls or reference to* [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Log from my OTRS Server: [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2009072810000071/support@mydomain] created (TicketID=38,Queue=Raw,Priority=3 normal,State=new) [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and en_GB, try it again with en! [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'david.holder(a)domain.com'. [Tue Jul 28 22:45:44 2009][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from domain\username /mailserver. As an Agent I receive the notifcation, but the originator of the e-mail doesn't. I would /really/ appreciate any help anyone can offer, and this is preventing me from implementing this in my workplace Thanks, David

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Memcached support
by Nikolay Yatsyshyn 29 Jul '09

29 Jul '09

Hello all! Can somebody tell me, does OTRS support memcached? Thanks.

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graph-pie not displayed in format selector when generating report
by Nikolay Yatsyshyn 29 Jul '09

29 Jul '09

Hello all! I use reports and want to make selectable format for users: CSV, Print, graph-bars, etc. But when I select multiple options and one of them graph-pie - it not displayed later in list, all selected except graph-pie. If I select only this diagram will worked fine. Maybe this is bug or feature? :-) PS: OTRS 2.2.7 from Debian Lenny repos.

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Setting up a FAQ
by Namwoonde, Letty 29 Jul '09

29 Jul '09

Hi all Please b e so kind to assist me on how to set up FAQs. Thanks Regards Letty N. Namwoonde Network Planning & Implementation TEL (W): +264612012164 SWITCH: +264601008321 FAX: +26461251387 FAX2EMAIL: 088618571 E-MAIL: namwoondel(a)telecom.na WEBSITE: www.telecom.na Telecom Namibia Disclaimer: http://www.telecom.na/inc/site/disclaimer.php

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Agent reply via email
by Alan Pearson 28 Jul '09

28 Jul '09

Hi all, Had OTRS setup and working for a year now, with email notifications working well. Now I want to be able to reply to a ticket as an agent via email. Try as I might, I can't get this to work. Agent replies are sent to a different email address and identified in OTRS using postmaster filters on the 'To' field. That works. I've set the following x-headers : X-OTRS-FollowUp-ArticleType: email-external X-OTRS-FollowUp-SenderType: agent X-OTRS-FollowUp-State: open X-OTRS-FollowUp-Lock : lock What happens when an agent replies to a ticket is this : 1) Agent response gets onto ticket correctly 2) Agent gets a notification via email that followup has been added to ticket (To: agent, cc:customer) 3) Customer gets a notification saying the state changed to open 4) Ticket is locket to 'OTRS Admin' not the agent Step 2 is wrong, as the agent doesn't want the followup notfication, and the customer should not recieve a thank you for followup messages, but a OTRS reply with the details added by agents email Step 4 ticket should be locked to agent. Has anyone any ideas what I'm doing wrong ? All help appreciated ! OTRS log : Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 FollowUp Article to Ticket [2009072810000141] created (TicketID=1946, ArticleID=11687). , Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent agent 'FollowUp' notification to 'agent_email_address'. Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent auto response (SendAutoFollowUp) for Ticket [2009072810000141] (TicketID=1946, ArticleID=11688) to 'agent_email, customer_email'. Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent email to 'agent_email' from 'xxx Helpdesk <helpdesk@xxx>'. HistoryType => SendAutoFollowUp, Subject => [Ticket#2009072810000141] [Ticket#200907281000 [...]; Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent customer 'StateUpdate' notification to 'customer_email'. Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent email to 'customer_email' from 'xxx Helpdesk <helpdesk@xxx>'. HistoryType => SendCustomerNotification, Subject => Re: [Ticket#2009072810000141] New State "open"!; Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-ArticleType' to 'email-external' (Message- ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv>) Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-State' to 'open' (Message-ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv >) Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-Lock' to 'lock' (Message-ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv >) Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply' Set param 'X-OTRS-FollowUp-SenderType' to 'agent' (Message-ID: <8D0E594F-8C80-4BBF-9F12-2FA22BB432FE(a)xxx.tv >) --- AlanP

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send email to person to whom ticket assigned?
by Alan McKay 28 Jul '09

28 Jul '09

Hey folks, I was just about to send out an email to my internal customers announcing our new system, when it struck me that it does not send an email to a person when a ticket gets assigned to them. I'd like that very much. Googling does not turn up much of anything for me. Can someone help? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Re: [otrs] Problems with ODBC and Ms SQL
by Stefan-Michael Guenther 28 Jul '09

28 Jul '09

Hi Afshar, >We are using OTRS in MS Windows platform with MS SQL database and have >not any problem till now. What's your problem with MS SQL? just to make sure that we are talking about the same configuration: The OTRS is currently running on a debian server. Did you install OTRS on the windows machine, too? Stefan > > Hello, > > are there any members on this mailing list who store the OTRS agents in > a MS SQL database? > > We have used different OTRS installations on Debian, SuSE, Redhat > and Ubuntu but always get the same login error message which obviously > has something to do with the DBD::ODBC module. > > It would be helpful if we could get the version numbers MS > SQL, DBD::ODBC and OTRS of such a successful installation. > > Thanks in advance, > > Stefan-Michael G?nther

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Re: [otrs] otrs Digest, Vol 10, Issue 68
by Namwoonde, Letty 28 Jul '09

28 Jul '09

I will try so set up my FAQ, thanks Letty -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 28 July 2009 13:42 To: otrs(a)otrs.org Subject: otrs Digest, Vol 10, Issue 68 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. Help with configuring report (Nikolay Yatsyshyn) 2. Re: Setting up a FAQ (masood ramezani) 3. Memcached support (Nikolay Yatsyshyn) 4. Automate selection of "My Queue" (Daniel Powell) 5. Receiveing Outlook 2007 emails (Ryan Rosiek) 6. Re: Receiveing Outlook 2007 emails (Martin Edenhofer) ---------------------------------------------------------------------- Message: 1 Date: Tue, 28 Jul 2009 15:17:58 +0300 From: Nikolay Yatsyshyn <koffu(a)ukr.net> Subject: [otrs] Help with configuring report To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4A6EEC76.5040401(a)ukr.net> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello all! I need to create report from OTRS stats. How to create in X-axis - create time, VALUES-all customers for selected time?I see ALL customers for ALL time. And one more question: Some tickets changed it status before "closed successfully". How to trace this tickets, which field handle history? I need see how many tickets has "bad" status, but was closed for last month. Thanks. ------------------------------ Message: 2 Date: Tue, 28 Jul 2009 16:51:06 +0430 From: masood ramezani <masoud.ramezani(a)gmail.com> Subject: Re: [otrs] Setting up a FAQ To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <53d9ff290907280521yf52dba6o4bf268f3ab0ffb49(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi 1- Go to Admin Page. 2- Click on Package Manager link 3- Browse the FAQ package and install that(related opm file that download from web) 4- Enjoy from FAQ Module masoud On Tue, Jul 28, 2009 at 13:04, Namwoonde, Letty <namwoondel(a)telecom.na>wrote: > Hi all > > > > Please b e so kind to assist me on how to set up FAQs. > > > > Thanks > > > > Regards > > > > Letty N. Namwoonde > > Network Planning & Implementation > > TEL (W): +264612012164 > > SWITCH: +264601008321 > > FAX: +26461251387 > > FAX2EMAIL: 088618571 > > E-MAIL: namwoondel(a)telecom.na > > WEBSITE: www.telecom.na > > > > [image: tn_signature] > > > > Telecom Namibia Disclaimer: http://www.telecom.na/inc/site/disclaimer.php > > > --------------------------------------------------------------------- > 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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Receiveing Outlook 2007 emails
by Ryan Rosiek 28 Jul '09

28 Jul '09

I just upgraded to OTRS 2.4.1 and everything is working great except for the initial e-mail when a ticket is created. For some reason the user's signature displays, but the e-mail text does not. If I view the "Ticket" view, the text shows up because it's converted to plain text there, but when zooming on the ticket, I have nothing but a signature, just a blank space above it. Oddly enough, when they reply to a ticket I've answered (again, they're still using Outlook 2007), the HTML rendering works fine. Is this something with YUI rendering the initial e-mail? I know Outlook 2007 breaks a lot of HTML rules, but unfortunately many of my users are on Office/Outlook and it would be nice to see the question rendered properly when zooming the ticket. Anyone else experiencing this? Thanks, Ryan

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