September 2009 - otrs - OTRS mailing lists

Question about system messages
by Sarah Baker 24 Sep '09

24 Sep '09

Followup on previous query - I notice that the system messages I get for each message on my screen Doesn't restrict to just the queue's in "my queues" I get alerts for those I don't care about. Is this something due to being in the admin group? It doesn't make sense to fill my screen with information I can't use. I can't find the documentation on how and why these are generated and shown, Could someone point me in the right direction? How do I get rid/control of it? IE Most of these tickets are for queues I don't want to monitor at all (which them don't mention) [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092310000058: first response time is over (-23 hours 42 minutes / 09/23/2009 09:31)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4310> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092310000021: first response time is over (-24 hour 43 minutes / 09/23/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4307> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000294: first response time is over (-61 hours 22 minutes / 09/21/2009 19:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4280> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000276: first response time is over (-16 hours 5 minutes / 09/23/2009 17:08)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4278> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000114: first response time is over (-71 hours 22 minutes / 09/21/2009 09:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4262> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091810000139: first response time is over (-136 hours 22 minutes / 09/18/2009 16:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091710000033: first response time is over (-168 hour 43 minutes / 09/17/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091610000133: first response time is over (-185 hours / 09/16/2009 16:13)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

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SOAP API no autoresponse
by Peter Padberg 24 Sep '09

24 Sep '09

Hi List! I want to open otrs tickets with API with this php-script: <pre> <?php $otrs_subject = "test"; $otrs_queue = $Queue; $otrs_from = "service(a)domain.com"; $otrs_email = "pp(a)gmail.com"; $otrs_user = "api"; $otrs_pass = "xxxxx"; $otrs_url = "http://otrs.domain.com/otrs/rpc.pl"; $otrs_queue = "Technik"; $otrs_customerid = $otrs_from; $otrs_customeruser = $otrs_from; $otrs_userid = 12; # your OTRS-Userid, varies of course in every installation $otrs_message = "Test"; $soapclient = new SoapClient(null, array('location' => $otrs_url, 'uri' => "Core", 'trace' => 1, 'login' => $otrs_user, 'password' => $otrs_pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # creating a ticket number $ticketnr = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreateNumber")); #php changes long numbers to 123E+10 notation to prevent this screwing up our ticketnumbers we convert notation #it into normal plain numbers. but only if not string, because sometimes you have a string addition like XY123 on your #ticket numbers if(! is_string($ticketnr) ) $ticketnr = number_format($ticketnr,0, '.', ''); // # create the new ticket $ticketid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreate", "TN", $ticketnr, "Title", $otrs_title, "Queue", $otrs_queue, "Lock" , "unlock", "PriorityID", 3, "State" , "new", "CustomerId", $otrs_customerid, "CustomerUser", $otrs_userid, "OwnerID" , $otrs_userid, "UserID", $otrs_userid )); $articleid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "ArticleSend", "TicketID" , $ticketid, "ArticleType" , "email-external", # email-external| email-internal|phone|fax|... "SenderType" , "agent", # agent|system|customer "From" , $otrs_from, "To" , $otrs_email, "Subject" , "[Ticket#".$ticketnr."] ".$otrs_subject, "Body" , $otrs_message, "ContentType" , "text/plain; charset=utf-8", "Charset" , "utf-8", "HistoryType" , "EmailCustomer", # EmailCustomer|Move| AddNote|PriorityUpdate|WebRequestCustomer|... "HistoryComment" , "generated by OTRSInterface-Class", "UserID" , $otrs_userid, "NoAgentNotify" , 0, # if you don't want to send agent notifications "Type" , "text/plain", "Loop" , 0 # auto reject|auto follow up|auto follow up|auto remove )); ?> This script works, but otrs do not send autoresponse which I setup in OTRS-webpanel. when I open ticket with sending normal email to that queue, customers gets wonderful auto reply from OTRS. Is it possible that OTRS-API send autoreply to that customer which I setup in OTRS? Viele Gruesse, Peter -- Peter <peter(a)peter.nameservice.mobi>

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Root ownership after unlock
by Jason Leonard 23 Sep '09

23 Sep '09

Hi I was wondering if it is possible to put the owner as root after a ticket has been unlocked, not the person who locked the ticket initially. I understand that this may seem odd but it is good for our system. Regards Jason -- Jason Leonard, Customer Support Manager The Foundry, 1 Wardour Street, London, W1D 6PA, UK Tel: +44 (0)20 7434 0449, Fax: +44 (0)20 7434 1550, Web: www.thefoundry.co.uk Customer Support: 09:30-18:00 GMT / 09:30-18:00 PST The Foundry Visionmongers Ltd. Registered in England and Wales No: 4642027

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Server to 95% after processing SetPermission
by Rodrigo Correa 23 Sep '09

23 Sep '09

Hello, I have installed OTRS version 2.3.3 on a virtual machine (VMWARE) is on a Suse 9. When I ran SetPermission in the Article which has 20Gb my server has a 95% processing and stopped responding to all other services to more than 5 hours! Has anyone had this problem? I can not even log in text mode to kill the process that is using the processor. Should I wait more? Or should I restart my server grin? Thanks for the help, Rodrigo _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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disable WYSIWYG editor?
by Mike Lewinski 23 Sep '09

23 Sep '09

I really, really dislike the WYSIWYG editor. If plain text was good enough for my grandfather, it is good enough for me! Seriously, it causes problems, and does not add one single good thing to our ticketing experience. Does anyone know how we can get rid of it without downgrading? Have searched sysconfig boxes to no avail :(

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OPENNMS SOAP Problem..
by Doug Hall 23 Sep '09

23 Sep '09

No matter how hard I try.. OpenNMS integration won't install as it cant see SOAP. I installed it manually via ROOT, using CPAN via root.. NOTHING.. root@c2c-intranet1:/opt/otrs/bin# ./otrs.checkModules o CGI............................ok (v3.45) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.008) o Digest::MD5....................ok (v2.39) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.819) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.08) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.65) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.30) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.39) o GD.............................ok (v2.39) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.015) o SOAP::Lite.....................ok (v0.710.06) o XML::Parser....................ok (v2.36) ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Sep 23 11:11:55 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (13744): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 374 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81) Line: 1392 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 670 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

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Ticket free text default selection
by Mohamed-Amine Kadimi 23 Sep '09

23 Sep '09

Hi, I'm trying to force a default value for a free text field (a select list). In SysConfig (Ticket -> Core::TicketFreeText), I modified this entry: "TicketFreeText1::DefaultSelection" and put a valid string (which I'd already defined in TicketFreeText1 with two other entries). But the free text doesn't get this value assigned and it always get the alphabetically first value from the defined list. I'm using OTRS 2.4.4, any clues? -- Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ More than messages–check out the rest of the Windows Live™. http://www.microsoft.com/windows/windowslive/

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Inline images
by Glossop, Andrew 23 Sep '09

23 Sep '09

when I reply to an email that has an inline image, the inline image is broken. the image is sent as an attachment, but the body of the email just shows a blank box. it looks OK in the HTML editor, and the email that is sent is OK. but it goes wrong when you view the article in OTRS. if I forward the reply, then the image is attached twice. anyone else having problems with inline images?

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2.4.4 PGP
by Nathan Campbell 22 Sep '09

22 Sep '09

Hello, I am having some difficulties getting GNUPGP and OTRS 2.4.4 functioning properly. For starters, here is my setup: OTRS 2.4.4 Windows 2003 IIS 6 MSSQL 2005 GNUPG for Windows - 1.4.10b (latest Windows build I can find on their site) I also have Thunderbird and Enigmail installed to allow me to test and easily manage the GNUPGP keys So, my setup is working flawlessly so far. OTRS functions properly and as its own entity, GNUPG / Thunderbird works like a charm as well. I am able to encrypt and decrypt emails so that is all functioning properly so I feel the individual components are ok. The trouble is when I try configure OTRS for PGP and send an encrypted email to OTRS from Thunderbird (in production, PGP emails will come from a website) - I open up the ticket and am greeted with: From: gom <gom(a)dalsym.com> To: dipstic(a)dalsym.com Subject: PGP Test VII Created: 09/22/2009 14:39:24 Crypted: gpg: No private key found to decrypt this message! This message was written in a character set other than your own.If it is not displayed correctly, click here <http://respighi/otrs/index.pl?Action=AgentTicketZoom&TicketID=166&Artic leID=524&Subaction=ShowHTMLeMail> to open it in a new window. -----BEGIN PGP MESSAGE----- Charset: ISO-8859-1 Version: GnuPG v1.4.10 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ hQEMA2BHRiLOsP0ZAQgAseDKaxFWXwmyOTIndmmUvVz3kRK4Bit5aScG8CUbclLy etc..... The keys are all in my keyring because I am able to decrypt / encrypt in Thunderbird with no difficulty. I have followed all of the instructions in the 2.4.4 manually, I have (apparently) successfully imported the keys into OTRS as well (along with the passwords). Here is my Config Options: Framework -> Crypt::PGP - PGP::Options: string: --batch --keyring \\respighi\gnupg\pubring.gpg --secret-keyring \\respighi\gnupg\secring.gpg --try-all-secrets --no-tty --yes --logger-file c:\gnu\gnupg\log\log.txt The paths are all correct and file permissions are granted appropriately. The GNU log has this error: gpg: no valid OpenPGP data found. gpg: decrypt_message failed: eof I'm confunded - by all accounts I am doing everything properly. Any expertise anyone can offer would be greatly appreciated! Thank you! Nathan Campbell Dallas Symphony Orchestra

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Newbie questions
by Sarah Baker 22 Sep '09

22 Sep '09

I've just started here at a shop using OTRS, and I'm afraid they universally hate it. I'm trying to sort out why and see if I can improve how it's setup and used so that people stop trying to go around it and change that perception. We're running 2.3.2 and hoping to move to 2.4 quickly, but also looking For get some quick insight on how to improve what I've got immediately. The area which I understand shows "system messages" Is full of messages about each ticket in the my queue and completely obscures the basic queue view interface, making It harder for people to interface with the system overall. Example of one set of message shown below. Can you point me in the direction of any documentation to explain why these show up for every ticket and don't go away until the ticket is closed? How can I control it? Is it because the users use OTRS in some particular way, or a configuration issue? Any help appreciated. I've also another question on how best to use OTRS for activities/tasks that aren't really from the user base, but internal tasks. When in previous companies we used bugzilla or JIRA as a 'help desk' ticket system - it was easy to set tasks that were (internally generated) and manage them together with user requests and add prioritization, deadlines, etc . I don't find any way thusfar to do this within OTRS, is it just the wrong tool for the job? Any information you can point me to is appreciated - Thank you! - Sarah Baker mSpot Inc. 650-321-7000 Example system messages: Ticket 2009092010000143: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4251> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009092010000116: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4248> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000271: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4235> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000164: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4224> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000128: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4220> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: first response time is over (-63 hours 57 minutes / 09/18/2009 16:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: first response time will be over in 23 minutes / 09/21/2009 09:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: first response time is over (-60 hours 45 minutes / 09/18/2009 20:03)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: first response time is over (-96 hour 18 minutes / 09/17/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: first response time is over (-108 hours 52 minutes / 09/16/2009 19:56)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: first response time is over (-112 hours 35 minutes / 09/16/2009 16:13)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: first response time is over (-115 hours 48 minutes / 09/16/2009 13:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: first response time is over (-119 hours 34 minutes / 09/16/2009 09:14)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: first response time is over (-157 hours 10 minutes / 09/14/2009 19:38)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: first response time is over (-231 hours 45 minutes / 09/11/2009 17:03)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: first response time is over (-237 hours 48 minutes / 09/11/2009 11:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: first response time is over (-254 hours 23 minutes / 09/10/2009 18:25)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: update time will be over in 29 hours 32 minutes / 09/22/2009 14:21! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000131: update time will be over in 5 hours 46 minutes / 09/21/2009 14:34! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4177> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: update time will be over in 35 hours 23 minutes / 09/22/2009 20:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: update time will be over in 33 hours 14 minutes / 09/22/2009 18:03! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: update time is over (-61 hours 48 minutes / 09/18/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: update time is over (-63 hours 22 minutes / 09/18/2009 17:26)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: update time is over (-67 hours 5 minutes / 09/18/2009 13:43)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: update time is over (-70 hours 18 minutes / 09/18/2009 10:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: update time will be over in 26 hours 35 minutes / 09/22/2009 11:23! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: update time is over (-85 hours 4 minutes / 09/17/2009 19:44)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: update time is over (-111 hours 40 minutes / 09/16/2009 17:08)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: update time is over (-138 hours 15 minutes / 09/15/2009 14:33)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: update time is over (-144 hour 18 minutes / 09/15/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: update time is over (-160 hours 53 minutes / 09/14/2009 15:55)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: solution time will be over in 81 hours 23 minutes / 09/24/2009 18:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: solution time will be over in 79 hours 14 minutes / 09/24/2009 16:03! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: solution time will be over in 58 hours 1 minute / 09/23/2009 18:50! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: solution time is over (-84 hours 55 minutes / 09/17/2009 19:53)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: solution time is over (-90 hours 58 minutes / 09/17/2009 13:50)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: solution time is over (-96 hour 33 minutes / 09/17/2009 08:15)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016>

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