August 2009 - otrs - OTRS mailing lists

New ticket email notification without "Auto responses <--> Queues" ? 2.4.2 EBN?
by Alan McKay 14 Aug '09

14 Aug '09

Hey folks, This is my 3rd attempt at getting some help here - still just largely getting crickets. Someone suggested maybe I was not providing enough info. So I provided the ticket "history" in my previous attempt, and still crickets. Is there a link somewhere that tells me what info to send to the list to get help? If I create an "email ticket" in the web GUI, the user gets notification of the new ticket. However, if I send email as that same user, there is no notification coming back. The ticket gets created just fine. And when I close it, the user gets that notification. I use event based notification for both. But ticket close notification works. New ticket notification does not. Here is the ticket history for the one that did not work. What other info should I provide? NewTicket New Ticket [2009081110000064] created (Q=External Support;P=3 normal;S=new). root@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; root@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. root@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is "amckay" (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: "new" New: "closed successful" amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to "Alan McKay <alan.mckay(a)gmail.com>". amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

4 10

Closing ticket several at once.
by Rodrigo Correa 14 Aug '09

14 Aug '09

Hello, I have a queue in my OTRS that has a lot of ticket's open. I need to "remove" in a more quick and easy, you can remove directly from the database? Currently I access the queue, marking all the ticket and run an action (Bulk-Action) to remove them from my queue (Next ticket state>>> Removed). Thanks _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 1

Using UTF8 by default
by Rodrigo Correa 14 Aug '09

14 Aug '09

Good afternoon, I have a problem with the configuration of my Default Charset, I have to use the default UTF8 - I am in Brazil. My browser of transmission, the OTRS database collection and the browser is configured to use the default UTF8, but still special characters (Ç, Í, Á, É, À, Ô, ...) are not identified. OBS.: My mail server, this also using UTF8. What may be happening? Do you have any tips? Thanks, _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 2

(no subject)
by Lev Davidovich 14 Aug '09

14 Aug '09

Hi I get this message when I log on. Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. could someone explain to me what this message means and what I need to do to get OTRS working again? Thanks

1 0

event-based notification of new email tickets in 2.4.2
by Alan McKay 14 Aug '09

14 Aug '09

Well, nobody seems to be reading my other thread so let's put a new name on it and see what happens :-) I still cannot get this working. Customer emails support(a)example.com and I cannot get it working that they get a response with their ticket number. I do have it working that when the ticket gets closed, they get a response. Here is what I've tried : For closing a ticket I just went to : Admin, Notification(Event) which is at : /otrs/index.pl?Action=AdminNotificationEvent Then added a new notification with the following things checked : - Recipient - Customer - Event - TicketStateUpdate - State - selected both "Closed successful" and "Closed unsuccessful" - Queue - the queue I wanted this action associated with (will send different messages for different queues, so will create 1 per queue) - Then just supplied the subject and body of the message For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. But it does not work. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

7 20

reviewing / searching closed tickets (2.4.2)
by Alan McKay 14 Aug '09

14 Aug '09

Hey folks, I don't see any obvious place to review and/or search closed tickets. Neither in "Dashboard" nor "Ticket" Would be nice to have another category within the dashboard, in fact. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 2

ITSM configuration management (was: backwards priorities)
by Alan McKay 13 Aug '09

13 Aug '09

> Incident and Problem Management and Configuration Management. I see this : http://www.otrs.com/en/products/otrsitsm/configuration-management/ Looks interesting! Thanks for the tip - this may have some of the stuff i've been looking for! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 4

UTF8
by Rodrigo Correa 13 Aug '09

13 Aug '09

Good afternoon, I have a problem with the configuration of my Default Charset, I have to use the default UTF8 - I am in Brazil. My browser of transmission, the OTRS database collection and the browser is configured to use the default UTF8, but still the characters (from stress) are not identified. OBS.: My mail server, this also using UTF8. _________________________________________________________________ Descubra todas as novidades do novo Internet Explorer 8 http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

1 0

Inline Images
by Mikola Rose 13 Aug '09

13 Aug '09

Hello, I cannot seem to get attached images to show up in tickets inline. I don't think that I am misinterpreting the term inline. It does mean viewing attachments such as jpeg and png files inline or alongside said email. I have set Framework -> Core::Web AttachmentDownloadType: inline Am I missing something here? Mik

2 4

backwards priorities
by Alan McKay 13 Aug '09

13 Aug '09

Hi folks, The default OTRS priorities are completely backwards from most systems I've ever used. Usually "P1" is the top priority. If I just rename them all, will anything bad happen. e.g. rename "1 very low" to "5 very high" and so on. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 3