August 2009 - otrs - OTRS mailing lists

Re: [otrs] Plain text in Zoom View?
by Richard Stockton 20 Aug '09

20 Aug '09

In response to my question Michiel Beijen was kind enough to reply: >> My agents would prefer a plain text display in the Agent Zoom View >> of a ticket. I have searched Defaults.pm, the documentation, and >> SysConfig in the admin section and cannot find out how to set this. > try Admin > SysConfig > Framework > Core::Web > Frontend::RichText > if you set this to No, the rich text editor will be disabled. Yes, that was already done. My request has to do with the viewing of the email when you select Zoom for a specific ticket. It displays that ticket in HTML format instead of plain text. We would prefer this display be in plain text (like the Overview). Is there a way to do that? Thanks. - Richard

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Plain text in Zoom View?
by Richard Stockton 20 Aug '09

20 Aug '09

My agents would prefer a plain text display in the Agent Zoom View of a ticket. I have searched Defaults.pm, the documentation, and SysConfig in the admin section and cannot find out how to set this. I would appreciate any help. Thanks. - Richard

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Config Item
by Guillermo Vargas-DellaCasa 20 Aug '09

20 Aug '09

Hi, On config item, you can create computers, and locations and the linked. So far so good. What I couldn't find how to do is to get a list of computer with certain characteristics on a particular locations. For example, under computers you can specific wheter it is a laptop or a desktop. How can I list all Laptops on Location 1? Or all desktops or Location 2? Thanks! Guillermo.

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OTRS Agent Notification Problem
by Brian Lang 20 Aug '09

20 Aug '09

I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=<>. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<> Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=<1250799564.303021.450042732(a)myotrs.example.com > Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=<auser(a)example.com >, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

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Installation support
by Codatel Lists 20 Aug '09

20 Aug '09

is there anyone who is interested in assisting with installation and configuration of an otrs system. or is there anyone who can point me to an appropriate person or company who can assist with this?

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Email notification to system email address
by Matthew Fincham 20 Aug '09

20 Aug '09

Hi I am in the process of configuring an OTRS system. When a user responds to a customer with an email, two emails are sent - one to the customer and another to one of the system email addresses. I would like to disable the email to the system email address. Using values to explain: Email addresses: - address1 - address2 - address3 Queues: - queue1 - queue2 - queue3 Ticket: - from customer@address - resides in queue 2 User responds to ticket. Two emails are sent: one to customer@address and another to address1. So the question is how to disable the email to the system email address when a response is sent to a customer. Thank you for any advice. Matthew Fincham

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Correct recording of CaracterSet.
by Rodrigo Correa 20 Aug '09

20 Aug '09

Hello, I wonder how I certify that an email that was sent using CaracterSet ISO 8859-1 was recorded in my database (standard UTF8) correctly? I'm having problem with special characters when they are being recorded in my database. He is not being recorded properly! Thank´s _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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Re: [otrs] Spell Checker is checking HTML source code
by Michiel Beijen 20 Aug '09

20 Aug '09

Hi Felix, You might want to check out bug#4122 in the Bugzilla. http://bugs.otrs.org/show_bug.cgi?id=4122 It is a known issue, but there is a dirty workaround available. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Aug 20, 2009 at 08:52, Felix Kratzer <felix.kratzer(a)brandmaker.com>wrote: > When I run the spellchecker it checks the HTML source code of the mail > instead of the text only. > > I am running a new and clean installation of ITSM 1.3.1 but I guess that > there is a general solution for this. > > Unfortunately I did not find anything on faq, doc or google. > > > > Also the spell-checking window looks strange regarding line numbers, but I > guess this is because of the error described above. > > > > Any ideas, hints? > > > > Regards, > > Felix Kratzer > > > > --------------------------------------------------------------------- > 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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Running Scheduled Reports in OTRS
by Erik Sejr 20 Aug '09

20 Aug '09

Is it possible to have OTRS generate a pre-defined report daily? The existing report creates a CSV file, it would be ideal if I could get this report to run daily, and drop the file somewhere on the server. Thanks, Erik

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Customer Ticket ViewZoom
by Katta, Lokesh Katta Subramanyam 20 Aug '09

20 Aug '09

Hi List, In agent TicketViewZoom, the latest article is displayed and the agent has the option to see each article or he can also expand all the articles. Where as in the Customer's TicketViewZoom, always the initial article(ticket details inputted by the customer) are displayed and there are no options to see all the articles in a single view. Is it possible to Configure this view? Thanks in Advance, Lokesh

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