January 2010 - otrs - OTRS mailing lists

SIMPLY QUESTION
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I need for some agent, the can access to customer icon, to modify or create the customer record, but I forget where I can modify that. Today I create a group commercial with 3 agent but when they login they doesnt have the customer icons Can you help me ? thanks Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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ticket not see on customer interface
by Sebastien Bory 22 Jan '10

22 Jan '10

Dear all, When a agent create a ticket via phone ticket, the customer dont see this request on the web interfaces (http://mysites.com/otrs/customer.pl) It is normal or I have forget something ? Thanks for your help Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Problem using generic agent to move escalated tickets
by Avery, Richard 22 Jan '10

22 Jan '10

Hi, I have set up the generic agent to look for escalated tickets in a cetain queue and then move them to a new queue, but when I run the generic agent it moves the tickets well before the escalation time has been reached. Can anyone help ? Richard Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If this communication has been transmitted from a U.S. location it may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you have received this communication in error, please notify the sender by reply e-mail or collect telephone call and delete or destroy all copies of this e-mail message, any physical copies made of this e-mail message and/or any file attachment(s).

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Performance tuning
by Arpit2 G 22 Jan '10

22 Jan '10

Hello All, I have otrs 2.4.5 on windows 2008 and mssql 2005. Performance of system is not satisfactory, Can anybody guide me how can i improve the speed of my system. I have enabled the PerlEx already. I am using Activestate Perl. Regards A G =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Difference betwen owner and responsible
by Sebastien Bory 22 Jan '10

22 Jan '10

Hi all I need more information and explain for the difference between the owner Ticket and the responsible Ticket The owner see a ticket in his queue and can do everything? But he responsible? If you have some link about ITIL for the owner and responsible ticket Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Cron jobs : what to change to make the refresh quickier?
by Martignier, Philippe 22 Jan '10

22 Jan '10

Hi there, I want to speed up the frequence of refresh (= an email arrives in Outlook and then OTRS looks in the mail box if there is a mail it deletes that email and create a ticket inside OTRS) Some times users have to wait like 17 minutes before emails are transferred into OTRS. We don't know which cron job to touch ... Here is the list of cron job we have. Many thanks appreciated !!!!!! --------------- # -- # cron/aaa_base - base crontab package # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: aaa_base.dist,v 1.7 2009/02/16 20:35:25 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Who gets the cron emails? MAILTO="root@localhost" # -- # cron/fetchmail - fetchmail cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: fetchmail.dist,v 1.10 2009/02/16 20:53:10 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # fetch every 5 minutes emails via fetchmail #*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null #*/5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null # -- # cron/generic_agent - GenericAgent.pl cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: generic_agent.dist,v 1.12 2009/02/16 20:53:10 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # start generic agent every 20 minutes */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null # example to execute GenericAgent.pl on 23:00 with # Kernel::Config::GenericAgentMove job file #0 23 * * * $HOME/bin/GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null # -- # cron/generic_agent - GenericAgent.pl cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: generic_agent-database.dist,v 1.8 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # start generic agent every 10 minutes */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.11 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # check every 120 min the pending jobs 45 */2 * * * $HOME/bin/PendingJobs.pl >> /dev/null # -- # cron/postmaster - postmaster cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: postmaster.dist,v 1.9 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # check daily the spool directory of OTRS #10 0 * * * * [ -e /etc/init.d/otrs ] && /etc/init.d/otrs cleanup >> /dev/null; [ -e /etc/rc.d/init.d/otrs ] && /etc/rc.d/init.d/otrs cleanup >> /dev/null 10 0 * * * $HOME/bin/otrs.cleanup >> /dev/null # -- # cron/postmaster_mailbox - postmaster_mailbox cron of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: postmaster_mailbox.dist,v 1.2 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null # -- # cron/rebuild_ticket_index - rebuild ticket index for OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: rebuild_ticket_index.dist,v 1.9 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # just every day 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /dev/null # -- # cron/session - delete old session ids of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: session.dist,v 1.11 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # delete every 120 minutes old/idle session ids 55 */2 * * * $HOME/bin/DeleteSessionIDs.pl --expired >> /dev/null # -- # cron/unlock - unlock old locked ticket of the OTRS # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: unlock.dist,v 1.10 2009/02/16 20:55:11 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # unlock every hour old locked tickets 35 * * * * $HOME/bin/UnlockTickets.pl --timeout >> /dev/null Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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attachment while closing a ticket.
by Sarper SARIDAL 22 Jan '10

22 Jan '10

Hi , while closing a ticket , when i add an attachment and inform the customer by mail i want the attachment attached to the mail just like when they open a new ticket to the agent the attachment comes to my mailbox also.. i want the same while sending the attachment back to the customer. so the customer can see the attachment in the mail... customers send some small files for correction we correct them and send them back. is it possible? and how? probably it should be enabled somewhere... thanks sarper

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Address Book Search not working
by Young, Gary 22 Jan '10

22 Jan '10

We recently upgraded our mail server to Exchange 2007. Since making this change the Address Book search feature in OTRS does not work. If you enter an name and click search it dos not return any results. Anyone have this issue before? Thanks, Gary Disclaimer: The information supplied in this message may be legally privileged. If you are not the intended recipient of this message, the sender does not intend delivery to you to waive any privilege or right pertaining to this message. If you have received this message in error, please immediately notify the sender by return e-mail, and delete the errant message. Thank you.

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OTRS not able to fetchmails from IMAP
by MMoj＠timocom.com 22 Jan '10

22 Jan '10

Hi there, I have a bib problem. I have updatet OTRS from 2.4.5 -> 2.4.6 and since the update the fetching of the e-mails is not working correctly. I have configured the postmaster to fetch mails every minute but it is not working anyway. Are there any changes from 2.4.5 to 2.4.6 concerning the postmaster script to fetch mails? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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add Search to the NavBar on the Dashboard
by Mike Morris 21 Jan '10

21 Jan '10

> > Is it possible to add icons to the NavBar on the Dashboard? Our > > agents would like to enter the search dialog directly from the > > dashboard. Yes; I have done just that at our site. * In Admin go to SysConfig, "Ticket -> Frontend::Agent::ModuleRegistration". * Scroll down to "Frontend::Module###AgentTicketSearch" * Under the existing definition, click "Add" * Copy the values from the original entry into the new block, except: * In the NavBar field, put "Dashboard" You should give a high value to Prio to move the icon to the right. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: Thank God we don't get all the government we pay for. - Will Rogers ------------------------------------

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